Description Description: Customer Support Manager II. The Customer Support Manager leads the Customer Service Organization in support of AAR's aviation aftermarket business. This role is responsible for delivering a high level of customer satisfaction, managing a team of customer support professionals, driving process improvements, and ensuring service objectives are consistently achieved. The Customer Support Manager II serves as the key liaison between customers and internal departments including Sales, Operations, Supply Chain, Quality and Finance. The Customer Support Manager will report to the Director of Customer Service and will lead the Customer Service team.
What you will be responsible for: • Lead and develop a team of Customer Service Representatives and customer support personnel.
• Establish customer service goals, KPI's and performance metrics
• Manage escalated customer concerns and ensure timely resolution
• Partner with Sales, Operations, Supply Chain, Quality, and Finance to resolve customer issues and improve service delivery
• Drive continuous improvement initiatives focused on efficiency, quality, and customer experience.
• Ensure compliance with company policies, aviation industry requirements, and applicable regulations
• Prepare reports, presentations, and operational reviews for leadership
• Manage Staffing, training, coaching, performance management, and employee development activitie
Qualifications What you will need to be successful in this role : • Bachelor's degree in Business, Supply Chain, Aviation Management, or a related field preferred
• Minimum of 5 + years of customer service or customer support experience.
• Minimum of 5 + years of proven leadership or management experience
• Strong analytical, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills. Proficiency in reading and writing in English
• Aviation, aerospace, distribution, or aftermarket service experience mandatory
Year One Critical Success Factors : • Implement at least one significant process improvement initiative
• Improve customer satisfaction and service-level performance
• Increase team productivity and engagement
The rewards of your career at AAR go far beyond just your salary: • Competitive salary and annual bonus package
• Comprehensive benefits package including medical, dental, and vision coverage.
• 401(k) retirement plan with company match
• Generous paid time off program
• Professional development and career advancement opportunities
Physical Demands/Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee may be regularly required to sit, stand, bend, reach and move about the facility.
- The environmental characteristic for this position is an office setting. However, may be required to move around the warehouse.
- Candidates should be able to adapt to a traditional business environment.
