Senior Global Customer Service Lead – Aftermarket (Onsite)

Hammerjack Pty Ltd; Philippines; On-site; PHP 800,000 - 2,000,000; Full time

Job summary

Collins Aerospace, a leader in intelligent aerospace solutions, is seeking a Global Customer Service Team Lead to plan, manage and coordinate customer inquiries, complaints, and claims across the Aftermarket Services business. You will work with manufacturing, sales, field service, and finance to resolve status, production, delivery, and billing inquiries.

The role requires 5+ years in manufacturing with supervisory experience, proficiency in SAP/JDE, and strong leadership and communication

Qualifications

• Associate or Bachelor's degree in supply chain, operations, engineering, or related field.
• 5+ years of manufacturing experience preferably with supervisory/leadership responsibility.
• SAP and JDE E1 proficiency preferred or related MRP system.
• Strong leadership, communication, and problem-solving skills.
• Knowledge of production planning, quality systems, and safety standards.
• Experience working international teams/customers/suppliers.

Responsibilities

• Lead and develop the Global Customer Service team (12-15 representatives).
• Plan, manage, and coordinate Customer Service activities across aftersales.
• Act as liaison between customers and manufacturing, sales, field service, order processing, and accounting.
• Drive continuous improvement and standardization of Global Customer Service processes.
• Oversee onboarding and training for new starters in the department.
• Present Global Customer Service Metrics to leadership teams.
• Support accounts receivable and finance to reduce aging invoices as needed.
• Coordinate with Supply Chain, Planning, Engineering and Operations to ensure on-time delivery.
• Act as SME for Global Customer Service processes and front-end MRP system requirements.
• Authorize customer cancellations and credit notes after proper CSR investigation.
• Manage resources and staffing based on workload and future expectations.

Skills

Leadership

Customer service

Change management

Team coordination

Communication

Problem solving

Education

Bachelor's or Associate degree

Tools

SAP

JDE E1

MRP

Job description

Collins Aerospace, a leader in intelligent aerospace solutions, is seeking a Global Customer Service Team Lead to plan, manage and coordinate customer inquiries, complaints, and claims across the Aftermarket Services business. You will work with manufacturing, sales, field service, and finance to resolve status, production, delivery, and billing inquiries.

The role requires 5+ years in manufacturing with supervisory experience, proficiency in SAP/JDE, and strong leadership and communication