Customer Service Manager, Aerospace

Gruppo SKF; New York (NY); On-site; USD 123,000 - 139,000; Full time

Benefits offered by this job

Generous PTO policy

Comprehensive healthcare options

401K program with employer contributions

Tuition reimbursement

Employee discount programs

Job summary

Gruppo SKF is looking for a Customer Service Manager in Falconer, NY. This role is essential in developing a customer service strategy that aligns with customer needs, improving their experience through innovative approaches.

Key responsibilities include supervising operations, managing multiple sites, escalating issues, and enhancing customer satisfaction. Applicants should have at least 5 years of leadership experience and strong customer service principles.

Excellent benefits including a generous PTO policy, 401K with employer contributions, and various health options.

Qualifications

• Minimum 5 years of experience in a leadership role with team building skills.
• At least 2 years of customer service experience in a customer-facing role.
• Ability to travel as needed.

Responsibilities

• Supervise day-to-day operations in the customer service department.
• Handle escalations, address complaints and improve satisfaction.
• Drive finished goods monthly shipments and manage multiple sites.

Skills

Leadership

Customer Service

Analytical skills

Microsoft Office Suite

Organizational skills

Communication skills

Education

Bachelor’s degree in Business or related field

Job description

Customer Service Manager, Aerospace

Requisition ID: 24780

Job Category: Services & Solution Delivery

Contract type: Permanent

Location: Falconer, NY, US

Salary Range: $123,000.00 to $139,000.00

This critical role will develop the team and implement a customer service strategy, fully aligned with our customers’ needs while delivering superior customer experience. This position will be responsible for improving customer experience by incorporating new techniques and technologies into the daily activities of both the customer and the customer service team.

Key Responsibilities

• Supervising day-to-day operations in the customer service department
• Foster a culture of openness, empowerment, ownership and accountability
• Handling escalations, addressing complaints and improving satisfaction
• Support and drive company transformation
• Review and support Accounts Receivable resolution and payment
• Understand the operational objectives of the assigned account base
• Continually drive improvements, aligned with our customers’ expectations, that facilitate ease of doing business with SKF
• Provide clear and direct input to support resources (recruiting, mentoring, coaching, etc.) to ensure development and alignment of team members’ needs and customers’ requirements
• Review and monitor orderbook to identify and manage critical escalations and forecast orders to ensure meeting customer deliveries.
• Drive finished goods monthly shipments by holding weekly meetings with appropriate team members to identify, prioritize and resolve blocks
• Review, monitor and drive the purchase order review process. Review with department Managers and measure against KPIs.
• Handling and resolving customer complaints and returned goods, while analyzing root cause and proposing preventive actions.
• Demonstrated ability to think strategically while implementing operationally
• Take an innovative approach to ensure customer service meets the needs of SKF and the customer, leading them to the goal of delivering the highest level of Customer Experience possible.
• Identify areas of opportunities and develop project plans to increase overall efficiency.
• Participate in team meetings where you will need to solicit new ideas, provide feedback, coaching and identify opportunities for development and operational improvement.
• Managing Customer Service at multiple sites (Falconer NY and Muskegon MI)

Qualifications / Requirements

• Bachelor’s degree preferred in Business or related field of study
• Minimum 5 years of experience in a leadership role with a solid track record of team building, lead and motivate a team.
• 2 + years of Customer Service experience, preferably in a customer-facing role
• Solid foundation and values of Customer Service principles
• Demonstrated ability to “think outside of the box” while challenging conventional thinking
• Proven track record of proactive, continuous improvement and analytical skills to evaluate customer needs and improve processes.
• Skilled in Microsoft Office suite
• Strong organizational skills and ability to multi-task in fast-paced environment are a must.
• Excellent verbal & written communication skills. Ability to effectively communicate with internal & external customers
• Ability to travel as needed

What You’ll Love About SKF

Rest and Relaxation. Enjoy a generous PTO policy and 13 paid holidays.

Work/Life Integration. SKF supports work/life integration, home, family, community, personal well-being and health.

Diversity in the Workplace. At SKF, we strive to embed Diversity, Equity and Inclusion in everything we do. By developing a culture of belonging, our people can flourish; leading to an inclusive, equitable environment that promotes leadership, engagement and innovation.

Best in Class Benefits. SKF cares about the wellbeing of our employees. Comprehensive healthcare options to fit your needs and opt out payment. Added benefits include company paid life insurance, STD, LTD. Supplemental benefits include critical illness coverage, tuition reimbursement, employee discount programs, and much more!

Bonus. SKF offers STVS (Short Term Variable Salary) or Sales Incentive based on company performance and at the discretion of management.

Invest in your Future. Participate in our 401K program that boasts a 10% employer contribution: 100% match up to 5% of your elected contribution (100% Vested) plus an additional 5% company contribution.