Senior Supervisor, Customer Service

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

Location: PH-BTG-TANAUAN CITY-BQ4 First Philippine Industrial Park BLDG Q4

Position Role Type: Onsite

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world's most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world.

Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry. With a comprehensive portfolio and deep technical expertise, we help customers meet the demands of the global market. Join us and help shape the future of aerospace and defense.

To lead a Global Customer Service Team by planning, managing, and coordinating activities of Customer Service Representatives who are engaged in receiving, investigating, evaluating, and settling inquiries, complaints, and claims of customers and by acting as a liaison between customers and manufacturing, sales, field service, order processing, and accounting to resolve status, production, delivery, and billing inquiries.

Primary Responsibilities

• To manage, recruit, motivate, retain and develop Customer Service Representative, 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
• Management 12-15 Customer Service Representatives.
• Geographic responsibility: Middle East and Africa including I/C Interiors Product Group, Aftermarket Services

Qualifications You Must Have

• Able to influence change management in relationship building, team culture, can do attitudes, and being a team of solutions providers.
• Customer service experience is a plus, with the ability to effectively handle inquiries, resolve issues, and maintain positive client relationships
• 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

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.

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