Job description

ABOUT IDD AEROSPACE

IDD Aerospace is a subsidiary of the Safran Group, a multi-Billion dollar company with several companies in the Puget Sound area and around the United States. IDD Aerospace designs and manufactures light plates used on the flight deck of aircraft. Excellent benefits and opportunities for growth.

Position Summary

IDD Aerospace is looking to fill the role of Customer Service Manager on the Sales & Marketing Team, this position reports to the Director of Sales & Marketing.

The Customer Support Manager will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. This position is also responsible for managing accounts as needed. This may include providing for total customer satisfaction from the sales contact, requests for quotations and ultimate delivery of product. In addition, this position will also perform data analysis and process implementation/optimization.

Supervisory Responsibilities

• Hires experienced-level customer service employees.
• Trains new employees in the company’s customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.
• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the assigned customer service team’s performance.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
• Assists with budget preparation for the Customer Service department.
• Performs other related duties as assigned.

Customer Service Responsibilities

• Manages the quotation processes to assure on-time and complete responses to customer requests. Provides input for competitive pricing based on customer targets that affect our quotations.
• Enters purchase orders and repair orders in a timely manner, ensuring that all data is completely and accurately indicated within the company sales order.
• Provides status on progress of orders and takes a pro-active position with each account regarding notification of potential problems or schedule changes.
• Maintains the highest level of customer satisfaction through knowledge of customer needs and requirements.
• Promotes professional relationships with customers in an effort to expand and maximize market share within each customer organization.
• Keeps customers aware of the total capabilities of the company, including changes and upgrades that may influence additional business opportunities.
• Continuously improves processes and participates in quality improvement teams when appropriate.

Additional Responsibilities

• Keeps the Director of Sales & Marketing up to date on all programs, quotes and problems that might affect the company or levels of satisfaction.
• Regularly updates customer forecasts and reports.
• Follows all company safety policies and procedures.
• Reacts to change productively and handles other duties as required.

Education and Experience

• Bachelor’s degree preferred.
• At least three years of aerospace industry client facing experience required.
• Previous experience in a supervisory role preferred.

Required Skills and Abilities

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software, with a focus on Excel and data manipulation.
• Familiarity with QAD and Agile PLM systems is preferred.
• Proposal and contract experience is preferred.
• Export compliance experience is preferred.

Working Conditions

Office environment, onsite work. Travel may be needed up to 4 times per year out of state.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Job Type: Full-time

Pay: From $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
COVID-19 safety protocols in place to include masking, social distancing, hand washing, disinfecting.

Application Question(s):

• Do you have knowledge of aerospace standards such as (AS9100, DO160, DO254, DO178, ABD100, AS7788, etc…)

Education:

• Bachelor's (Required)

Experience:

• Supervisory: 1 year (Required)
• Aerospace Industry: 1 year (Required)

Work Location: One location

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