Customer Service Manager

Profile

The Customer Service Manager (CSM) serves as the primary liaison between De Havilland and its global aftermarket customer base. This role is responsible for managing customer relationships, processing parts orders, resolving service issues, and supporting strategic growth opportunities across multiple accounts, including airlines, lessors, MROs, and brokers. The CSM ensures customer satisfaction by aligning internal resources to deliver the right services at the right time, at the right value.

As a key part of the customer experience, the CSM is accountable for supporting both day-to-day operational needs and the long-term development of each customer account and must have the ability to support flexible working hours as part of a 24/7/365 operation.

Key Responsibilities

• Serve as the main point of contact for assigned customers, ensuring prompt, professional, and proactive communication.
• Provide strategic leadership to manage a portfolio of over eighty customers, including airlines, lessors, repair stations, and brokers, regarding their parts orders and accounts.
• Oversee customer order processing, including:
• Quote generation and order entry.
• Material Return Authorizations (MRAs), exchanges, and repairs.
• Backorder tracking and delivery coordination.
• Accounts receivable follow-ups and discrepancy resolution
• Maintenance of customer master data and profiles
• Investigate and resolve invoice, delivery, or quality issues in collaboration with Finance, Supply Chain, and Quality teams.
• Lead customer-facing projects such as:
• Initial provisioning and start-up kits
• Mobile Repair Team (MRT) events
• Product or technological transitions
• Contractual commitments and performance reviews
• Recognize and support opportunities for new or incremental business relationships.
• Identify and pursue opportunities to grow existing accounts by understanding client needs, proposing value-added solutions.
• Conduct and Produce reports for customer review meetings.
• Attend or present at customer-facing events.
• Collaborate closely with fellow Customer Account Managers to develop solutions for customer challenges.
• Exercise sound judgement in decision-making, proposal recommendations, and escalate issues as required.
• Identify opportunities to enhance process and procedures for increased efficiency and customer satisfaction.
• Participate in workshops for new technology or process implementation.
• Liaise with other internal departments to support customer requirements.
• Gather and analyze customer data to support the development of executive presentation materials.

Qualifications

• Bachelor's degree, in Business, Marketing, Communications, or related field
• Project Coordination/Management Certification (CAPM/PMP) considered assets.
• Continuous Improvement Certification (LEAN/Six Sigma) considered an asset.
• 5+ years of proven experience in customer service, sales, or account management.
• 2+ years of Experience in the Aerospace industry (airlines, OEMs, contractors, etc.)
• Experience in logistics/supply chain considered an asset.
• Experience with ERP and CRM systems

Skills

• Strong customer focus and proven relationship-building capabilities.

• Excellent interpersonal, verbal, and written communication skills.
• Sound judgment and decision-making with a sense of ownership and urgency.
• Conflict resolution and de-escalation skills.
• Organized and detail-oriented; capable of managing multiple priorities and accounts.
• Analytical mindset with the ability to interpret data and identify trends.
• Proficient in Microsoft Office Suite; advanced Excel or Power BI skills are a plus.
• Comfortable working cross-functionally in a fast-paced, customer-facing environment.
• Demonstrated ability to manage and complete projects.

In addition to plenty of opportunities for career growth in a stimulating work environment, De Havilland Canada offers:

• Competitive wages
• Paid vacation
• Extended health benefits (medical, dental, vision, paramedical)
• Life insurance
• RRSP/DPSP Plan
• Employee and family assistance program

At De Havilland Aircraft of Canada (DHC), we are committed to protecting our people, customers, shareholders and the public through Health & Safety Excellence. As such, it is expected that all employees maintain strict adherence to Health & Safety Policies and to perform key physical tasks of the position described in the job description and interview process. This may include but is not limited to the ability to work in a variety of environmental conditions including temperature extremes, confined spaces, working at heights and with or around chemicals. Employees are expected to adhere to the use of personal protective equipment (PPE) when at work which must include but is not limited to the ability to maintain a positive fit test when mask use is required.