Senior Supervisor, Customer Service (Mid shift)

Hammerjack Pty Ltd; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

RTX, a leader in aerospace and defense, is seeking a Global Customer Service Team Lead in the Philippines to plan, manage and coordinate CS reps across Aftermarket Services, ensuring customer satisfaction and on-time delivery.

You will recruit, coach, and develop 12-15 CS reps, partnering with Supply Chain, Planning, Engineering and Operations to drive improvements. This onsite role emphasizes leadership, collaboration and standardization.

Qualifications

• Associate or Bachelor's degree in supply chain, operations, engineering, or related field.

Responsibilities

• Manage, recruit, motivate, retain and develop Customer Service Representatives across Global Aftermarket Services.
• Create a service center culture emphasizing teamwork, empowerment and trust through coaching and performance measurement.
• Support onboarding and training for new starters within the department.
• Develop relationships with Aftermarket Services Leadership as the Voice of the Customer.
• Determine resource needs based on workload and future expectations.
• Drive continuous improvement and standardization across Global CS processes.
• Coordinate with Supply Chain, Planning, Engineering and Operations to support on-time delivery.
• Act as SME for Global CS processes in front-end MRP and site requirements.
• Authorize customer cancellations and credits after CSR investigation.
• Prepare, analyze and present Global CS Metrics for leadership.
• Support Accounts Receivable and Finance to reduce aging invoices.
• Supervise 12-15 CS Representatives.
• Geographic responsibility: Middle East and Africa including Interiors Product Group, Aftermarket Services.

Skills

Change management

Customer service

Leadership

Communication skills

Problem solving

Manufacturing experience

SAP

JDE E1

Education

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

Tools

SAP

JDE E1

Job description

Country: Philippines

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

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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