Standard Aero
Customer Service Director
Standard Aero, Cincinnati, Ohio, United States, 45208
Director of Customer Service
Location:
Cincinnati OH
Reporting directly into Vice President, Customer Programs
Build an Aviation Career You're Proud Of
Build your career with integrity by working at a company that doesn't just treat you like a number. You'll get the tools to do things right in a clean and safe work environment and the trust to fix any issue that comes your way. Our on-the-job training and team of experts mean you'll be set up for success.
Take charge of our day-to-day operations, so we remain the trusted source for aviation repair and maintenance. Work with your team to implement the right processes and practices across our organization to help ensure flight and product efficiency.
We are seeking a dynamic and experienced
Director of Customer Service
to lead and oversee the strategic planning, execution, and optimization of StandardAero's Customer Service function. This role ensures the highest level of customer satisfaction by developing and implementing effective customer service strategies, processes, and policies. The Director will lead and mentor a team of customer service representatives, fostering a customer-centric culture and driving continuous improvement in service delivery.
What you'll do :
Develop, implement, and execute strategies to improve customer satisfaction, loyalty, and retentionProvide visionary leadership, mentorship, and guidance to a diverse team of customer service representatives on meeting targets for turn time, invoicing, and other performance measures as developedFoster strong partnerships and collaboration with senior leaders, including Sales, Finance, Operations, Supply Chain, Quality, Engineering, to align operational efforts and drive holistic business success and optimize due date complianceAnalyze customer feedback and data to identify areas for improvement and innovationHandle escalated customer issues and complaints, providing solutions in a timely mannerDevelop and maintain business relationships with customers. Oversee and participate in customer related visits/functionsManage Trade Working Capital (TWC) by the continual reduction of shipped-not-invoiced and aged work-in-progress measures of performanceAct as a liaison between customers and operations regarding contractual requirements, status of work, pricing, scheduling, shipping, settlement of customer complaints, and reviewing & coordinating all contract work for the business to ensure adherence to the contract
What skills you will use:
Bachelor's degree in Business Administration, or a related field; MBA or advanced degree preferredPrevious MRO experience preferredProven experience in a senior customer service role, with at least 10-12 years of progressive leadership experienceStrong strategic thinking, problem-solving, and decision-making skillsExcellent interpersonal, communication, and team-building abilitiesExperience in a fast-paced, dynamic industry is highly desirableStrong analytical skills with ability to use data to drive insights and decisions
Benefits that make life better:
Comprehensive Healthcare401(k) with 100% company match; up to 5% vestedPaid Time Off starting on day oneBonus opportunitiesHealth- & Dependent Care Flexible Spending AccountsShort- & Long-Term DisabilityLife & AD&D InsuranceLearning & Training opportunities
Raising the Standard of Excellence since 1911
With over a century of proven excellence, StandardAero has become an industry leader in MRO services and customized solutions in the aerospace field. Our shared values and learning-based culture inspire our team to exceed their potential and power our customers' missions worldwide. With on-the-job training, advancement opportunities, and excellent benefits, StandardAero invites you to experience a fulfilling and meaningful career with us.
Inclusivity Is Our Standard
StandardAero offers equal employment opportunities for all. Our supportive environment celebrates diversity with no room for harassment or discrimination of any kind. We invite you to bring your authentic self to our team and experience our welcoming culture.#J-18808-Ljbffr
Location:
Cincinnati OH
Reporting directly into Vice President, Customer Programs
Build an Aviation Career You're Proud Of
Build your career with integrity by working at a company that doesn't just treat you like a number. You'll get the tools to do things right in a clean and safe work environment and the trust to fix any issue that comes your way. Our on-the-job training and team of experts mean you'll be set up for success.
Take charge of our day-to-day operations, so we remain the trusted source for aviation repair and maintenance. Work with your team to implement the right processes and practices across our organization to help ensure flight and product efficiency.
We are seeking a dynamic and experienced
Director of Customer Service
to lead and oversee the strategic planning, execution, and optimization of StandardAero's Customer Service function. This role ensures the highest level of customer satisfaction by developing and implementing effective customer service strategies, processes, and policies. The Director will lead and mentor a team of customer service representatives, fostering a customer-centric culture and driving continuous improvement in service delivery.
What you'll do :
Develop, implement, and execute strategies to improve customer satisfaction, loyalty, and retentionProvide visionary leadership, mentorship, and guidance to a diverse team of customer service representatives on meeting targets for turn time, invoicing, and other performance measures as developedFoster strong partnerships and collaboration with senior leaders, including Sales, Finance, Operations, Supply Chain, Quality, Engineering, to align operational efforts and drive holistic business success and optimize due date complianceAnalyze customer feedback and data to identify areas for improvement and innovationHandle escalated customer issues and complaints, providing solutions in a timely mannerDevelop and maintain business relationships with customers. Oversee and participate in customer related visits/functionsManage Trade Working Capital (TWC) by the continual reduction of shipped-not-invoiced and aged work-in-progress measures of performanceAct as a liaison between customers and operations regarding contractual requirements, status of work, pricing, scheduling, shipping, settlement of customer complaints, and reviewing & coordinating all contract work for the business to ensure adherence to the contract
What skills you will use:
Bachelor's degree in Business Administration, or a related field; MBA or advanced degree preferredPrevious MRO experience preferredProven experience in a senior customer service role, with at least 10-12 years of progressive leadership experienceStrong strategic thinking, problem-solving, and decision-making skillsExcellent interpersonal, communication, and team-building abilitiesExperience in a fast-paced, dynamic industry is highly desirableStrong analytical skills with ability to use data to drive insights and decisions
Benefits that make life better:
Comprehensive Healthcare401(k) with 100% company match; up to 5% vestedPaid Time Off starting on day oneBonus opportunitiesHealth- & Dependent Care Flexible Spending AccountsShort- & Long-Term DisabilityLife & AD&D InsuranceLearning & Training opportunities
Raising the Standard of Excellence since 1911
With over a century of proven excellence, StandardAero has become an industry leader in MRO services and customized solutions in the aerospace field. Our shared values and learning-based culture inspire our team to exceed their potential and power our customers' missions worldwide. With on-the-job training, advancement opportunities, and excellent benefits, StandardAero invites you to experience a fulfilling and meaningful career with us.
Inclusivity Is Our Standard
StandardAero offers equal employment opportunities for all. Our supportive environment celebrates diversity with no room for harassment or discrimination of any kind. We invite you to bring your authentic self to our team and experience our welcoming culture.#J-18808-Ljbffr