Manage a team of support supervisors in a tiered high volume contact center with multiple CRMs coupled with high touch service metrics in multiple support queues including social media, chat and email.
The responsibilities for this role cover forecasting spares requirements, overseeing the spares planning process to ensure appropriate buying decisions are made, and working cross geographically to ensure our customer service supply chain process drives a world class customer experience.
Manages and leads activities of sales order operations of Inside Sales Associates, Customer Service personnel, and others engaged in soliciting sales contracts, purchase orders and/or any other sales order processing/fulfillment activities for the sale of Company aerospace products.
Provide feedback to management regarding necessary changes and updates including policies, upgrades and customer care issues.Analyze available metrics, reports and other information to identify trends and needs.
The selected candidate must be able to work directly with customers in high-pressure situations, have strong analytic, organizational, time management, and communication skills; thrive in a team environment; and possess the willingness to put in the effort needed to achieve the highest level of customer satisfaction.