Global CS Team Lead - Aftermarket Services

RTX

Tanza

On-site

PHP 1,200,000 - 1,800,000

Full time

9 days ago

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Job summary

RTX, a world-leading aerospace and defense company, is seeking a Senior Manager to lead a Global Customer Service Team onsite in the Philippines. You will recruit, mentor, and develop Customer Service Representatives servicing the Global Aftermarket base, ensuring on-time delivery and high customer satisfaction.

You will collaborate with Supply Chain, Planning, Engineering and Operations, drive process standardization, and provide metrics to leadership.

Qualifications

5+ years of manufacturing experience preferably with supervisory/leadership responsibility.
Experience with SAP and JDE E1 or related MRP systems.
Ability to influence change management and build strong team culture.
Strong leadership, communication, and problem-solving skills.

Responsibilities

To manage, recruit, motivate, retain and develop Customer Service Representatives, covering our Global Aftermarket Services Customer base.
Create a service center environment where teamwork, empowerment and trust are encouraged through coaching, performance measurement and people development.
Support with on boarding 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 Aftermarket Services Global Customer Service Dept. resource requirements based on workload balance, considering existing and future expectations.
Drive continuous improvement and standardization within Global Customer Service processes, across all Aftermarket Services facilities.
Actively program manage internal departments (Supply Chain, Planning, Engineering and Operations) where necessary, to support on-time delivery targets.
Act as Subject Matter Expert for Global Customer Service processes in terms of front end MRP system and other site specific requirements.
Authorize Customer cancellation and credit note requests ensuring full investigation has been carried out by CSR prior to submission.
Prepare, analyze and present Global Customer Service Metrics for Aftermarket Services Leadership team.
Support Account Receivables and Finance team to reduce aging unpaid invoices, where required.
Perform other duties as required by departmental procedures
Management12-15 Customer Service Representatives.
Geographic responsibility: Middle East and Africa including I/C Interiors Product Group, Aftermarket Services