Global Customer Service Lead – Aftermarket

Collins Aerospace; Tanauan; On-site; PHP 1,500,000 - 2,700,000; Full time

Job summary

Collins Aerospace in the Philippines is seeking a leader to head the Global Customer Service Team, planning, managing and coordinating customer inquiries, investigations and settlements across the Aftermarket Services domain.

You will recruit, coach, and develop a high-performing team, collaborating with Manufacturing, Sales and Finance to ensure on-time delivery and strong customer relations, while driving continuous improvement across processes and metrics.

Qualifications

• Bachelor's or associate degree in a related field.
• 5+ years manufacturing experience with supervisory duties.
• SAP and JDE E1 proficiency or related MRP system.

Responsibilities

• Manage, recruit, motivate, retain and develop Customer Service Representatives across global aftermarket services.
• Create a service center environment with teamwork, empowerment and trust through coaching and performance measurement.
• Coordinate onboarding and training for new starters within the department.
• Develop relationships with aftermarket leadership and act as the Voice of the Customer.
• Determine resource requirements based on workload and future expectations.
• Drive continuous improvement and standardization of CS processes across facilities.
• Program manage inter-departmental collaboration (Supply Chain, Planning, Engineering, Operations).
• Act as SME for CS processes in front-end MRP systems and site requirements.
• Authorize customer cancellations and credits after CSR review.
• Present global CS metrics to leadership; support AR/Finance to reduce aging invoices.
• Perform other duties as required.

Skills

Leadership

Customer service

Change management

Communication

Problem solving

Cross-functional collaboration

Education

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

Tools

SAP

JDE E1

MRP systems

Job description

Collins Aerospace in the Philippines is seeking a leader to head the Global Customer Service Team, planning, managing and coordinating customer inquiries, investigations and settlements across the Aftermarket Services domain.

You will recruit, coach, and develop a high-performing team, collaborating with Manufacturing, Sales and Finance to ensure on-time delivery and strong customer relations, while driving continuous improvement across processes and metrics.