ITT Aerospace Controls LLC
Customer Service Manager
ITT Aerospace Controls LLC, California, Missouri, United States, 65018
Customer Service Manager
US-CA-Valencia
Overview The Customer Service Manager (CSM), under the direction of the Director(s) of Sales, is responsible for all inside sales activity related to the Orders and Shipment of ITT Aerospace Controls products to the worldwide customer base. The CSM is responsible for leading and coaching the broader-based customer service team to maximize their effectiveness in building long-term customer relationships. The CSM will coordinate work between the customer service group and the other Functional Leads, to make sure all parties are aware of customer requirements as they pertain to individual orders and long-term customer growth.
Responsibilities Customer Relationship Management
Build customer trust through consistent communication, realistic commitments, accurate information, and positive results.
Serve as the voice of the customer (VOC) internally, track and present Customer Scorecards.
Maintain proactive communication and transparency on order status, risks, and resolutions.
Customer Solutions
Remain calm and constructive in emotionally charged interactions with customers and deliver unwelcome news objectively with the appropriate sensitivity.
Identify and drive options that support ITT's strategy/business goals as well as customer needs.
Negotiate mutually beneficial solutions for the customer and ITT by leveraging an understanding of the Customer's business as well as ITT's strategy.
Collaborate with internal and external partners to resolve issues and drive optimal outcomes.
Communicate customer impact to internal teams to ensure urgency and alignment.
Support strategic pricing and planning to meet corporate profit goals.
Support the Corporate Strategic planning process, including the corporate plan, plans for specific markets, and tactical plans that flow from these market plans.
Provide customer insights to Sales to enhance relationships and identify opportunities.
Drive continuous improvement in the Customer Service function and related processes.
Sales and Financial Goals
Provide customer intelligence to Sales partners that will help them drive sales and improve customer relationships.
Ensure timely, accurate and compliant quotes, order entry, and issue resolution.
Lead the team to follow order status and proactively identify and mitigate risks before they impact the customer or ITT.
Support resolution of payment issues and bad debt recovery.
Leverage knowledge of the customer and market to identify opportunities and provide competitive prices and lead times to close sales opportunities.
Leadership/ Supervisory Responsibilities
Lead and manage the customer support team to ensure high-quality service delivery.
Develop and implement customer support strategies aligned with business goals and regulatory requirements.
Communicate the ITT vision and motivate people toward that vision.
Foster a collaborative, accountable, and empowered team culture.
Practice appreciation and gratitude by promoting team accomplishments and by being committed to others' success.
Champion new approaches or opportunities and demonstrate integrity by adhering to commitments.
Align organizational structure with business objectives.
Develop an organizational structure, process, and work environment that supports core ITT values and enables business results for ITT and its customers.
Qualifications EDUCATION and/or EXPERIENCE A bachelor's in business or technical degree; MBA is desirable. Four to ten years of related experience and/or training; strong understanding of aerospace systems, components, and regulatory environments.
LANGUAGE SKILLS Ability to read, analyze, and interpret technical journals, financial reports, and legal documents; the ability to respond to inquiries or complaints from customers or members of the business community; the ability to write presentations and articles that conform to prescribed style and format; the ability to effectively present information to senior management and customers.
MATHEMATICAL/REASONING SKILLS The incumbent should have the ability to work with mathematical concepts such as probability and statistical inference, the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. The incumbent should be able to define problems, collect data, establish facts, and draw valid conclusions.
COMPUTER SKILLS Must be proficient in Microsoft Office Suite (Word, Excel, and PowerPoint) to prepare spreadsheets, graphs, presentations, and reports. Must possess ERP system knowledge.
TRAVEL DEMANDS Willingness and ability to travel as required. Minimal travel is a requirement of this position.
OTHER REQUIREMENTS This position requires use of information that is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
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Overview The Customer Service Manager (CSM), under the direction of the Director(s) of Sales, is responsible for all inside sales activity related to the Orders and Shipment of ITT Aerospace Controls products to the worldwide customer base. The CSM is responsible for leading and coaching the broader-based customer service team to maximize their effectiveness in building long-term customer relationships. The CSM will coordinate work between the customer service group and the other Functional Leads, to make sure all parties are aware of customer requirements as they pertain to individual orders and long-term customer growth.
Responsibilities Customer Relationship Management
Build customer trust through consistent communication, realistic commitments, accurate information, and positive results.
Serve as the voice of the customer (VOC) internally, track and present Customer Scorecards.
Maintain proactive communication and transparency on order status, risks, and resolutions.
Customer Solutions
Remain calm and constructive in emotionally charged interactions with customers and deliver unwelcome news objectively with the appropriate sensitivity.
Identify and drive options that support ITT's strategy/business goals as well as customer needs.
Negotiate mutually beneficial solutions for the customer and ITT by leveraging an understanding of the Customer's business as well as ITT's strategy.
Collaborate with internal and external partners to resolve issues and drive optimal outcomes.
Communicate customer impact to internal teams to ensure urgency and alignment.
Support strategic pricing and planning to meet corporate profit goals.
Support the Corporate Strategic planning process, including the corporate plan, plans for specific markets, and tactical plans that flow from these market plans.
Provide customer insights to Sales to enhance relationships and identify opportunities.
Drive continuous improvement in the Customer Service function and related processes.
Sales and Financial Goals
Provide customer intelligence to Sales partners that will help them drive sales and improve customer relationships.
Ensure timely, accurate and compliant quotes, order entry, and issue resolution.
Lead the team to follow order status and proactively identify and mitigate risks before they impact the customer or ITT.
Support resolution of payment issues and bad debt recovery.
Leverage knowledge of the customer and market to identify opportunities and provide competitive prices and lead times to close sales opportunities.
Leadership/ Supervisory Responsibilities
Lead and manage the customer support team to ensure high-quality service delivery.
Develop and implement customer support strategies aligned with business goals and regulatory requirements.
Communicate the ITT vision and motivate people toward that vision.
Foster a collaborative, accountable, and empowered team culture.
Practice appreciation and gratitude by promoting team accomplishments and by being committed to others' success.
Champion new approaches or opportunities and demonstrate integrity by adhering to commitments.
Align organizational structure with business objectives.
Develop an organizational structure, process, and work environment that supports core ITT values and enables business results for ITT and its customers.
Qualifications EDUCATION and/or EXPERIENCE A bachelor's in business or technical degree; MBA is desirable. Four to ten years of related experience and/or training; strong understanding of aerospace systems, components, and regulatory environments.
LANGUAGE SKILLS Ability to read, analyze, and interpret technical journals, financial reports, and legal documents; the ability to respond to inquiries or complaints from customers or members of the business community; the ability to write presentations and articles that conform to prescribed style and format; the ability to effectively present information to senior management and customers.
MATHEMATICAL/REASONING SKILLS The incumbent should have the ability to work with mathematical concepts such as probability and statistical inference, the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. The incumbent should be able to define problems, collect data, establish facts, and draw valid conclusions.
COMPUTER SKILLS Must be proficient in Microsoft Office Suite (Word, Excel, and PowerPoint) to prepare spreadsheets, graphs, presentations, and reports. Must possess ERP system knowledge.
TRAVEL DEMANDS Willingness and ability to travel as required. Minimal travel is a requirement of this position.
OTHER REQUIREMENTS This position requires use of information that is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
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