Global CS Lead - Aftermarket Services (Onsite)

RTX; Tanauan; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

RTX is seeking a leader to head the Global Customer Service Team for its Aftermarket Services. The role focuses on planning, coordinating, and improving inquiries, complaints, and claims while liaising with manufacturing, sales, field service, order processing and accounting to resolve status, delivery, and billing issues.

The candidate will recruit, coach and develop a team of 12–15 CSRs, drive process standardization, and act as Voice of the Customer across international stakeholders.

Qualifications

• 5+ years of manufacturing experience with supervisory/leadership responsibility.
• Customer service experience is a plus, with the ability to effectively handle inquiries, resolve issues, and maintain positive client relationships
• Knowledge of production planning, quality systems, and safety standards
• Experience working international teams/customers/suppliers
• Strong leadership, communication, and problem-solving skills

Responsibilities

• Lead a Global Customer Service Team by planning, managing, and coordinating activities of Customer Service Representatives.
• Create a service center environment where teamwork, empowerment and trust are encouraged through coaching, performance measurement and people development.
• Support onboarding and training requirements for new starters within the dept.
• Develop positive relationships with Aftermarket Services Leadership team, acting as the Voice of the Customer.
• Determine resource requirements based on workload and future expectations.
• Drive continuous improvement and standardization within Global Customer Service processes.
• Act as Subject Matter Expert for Global Customer Service processes and site-specific requirements.
• Authorize customer cancellation and credit note requests after CSR investigation.
• Prepare, analyze and present Global Customer Service Metrics for leadership.
• Support Account Receivables and Finance to reduce aging unpaid invoices.
• Perform other duties as required by procedures.
• Manage 12-15 Customer Service Representatives.
• Geographic responsibility: Middle East and Africa including I/C Interiors Product Group, Aftermarket Services

Skills

Team leadership

Customer service

Communication

Problem solving

Cross-functional collaboration

Change management

Education

Associate or Bachelor’s degree in supply chain, operations, engineering, or related field

Tools

SAP

JDE E1

Job description

RTX is seeking a leader to head the Global Customer Service Team for its Aftermarket Services. The role focuses on planning, coordinating, and improving inquiries, complaints, and claims while liaising with manufacturing, sales, field service, order processing and accounting to resolve status, delivery, and billing issues.

The candidate will recruit, coach and develop a team of 12–15 CSRs, drive process standardization, and act as Voice of the Customer across international stakeholders.