VSE Aviation is hiring: Customer Service Leader in Town of Florida

Customer Service Leader

Join to apply for the Customer Service Leader role at VSE Aviation. Be among the first 25 applicants.

SUMMARY: The Customer Service Leader is responsible for the management of customer accounts. They provide product services and resolve emerging obstacles that our customers might face with accuracy and efficiency. They must formulate positive relationships with customers, while supporting other departments within VSE Aviation.

Duties & Responsibilities

• Communicate with customers by telephone or email to provide information about products or services and understand/transmit financial and technical information to internal and external customers.
• Keep records of customer interactions or transactions; record details of inquiries, complaints, or comments, as well as actions taken.
• Capable of producing 30-50 quotes a day while supporting the processing of all customer components through the shop processes.
• Assist in generating revenue and forecasts/tracks key account metrics (e.g. quarterly sales results and annual forecasts).
• Develop a thorough understanding of VSE Aviation products and service offerings to better upsell and cross‑sell to our clients.
• Create and produce quotes and pricing approvals for customers.
• Monitor all customer and internal team KPIs ensuring all metrics are met.
• Act as authorized representatives to approve additional costs for customer accounts within limits of each account.
• Adhere to customer specific reporting requirements i.e., technical, reliability and performance KPIs and communicate directly to the customer.
• Manage the complete internal process for customer orders through all internal steps and departments, ensuring work is prioritized and manages to meet contract requirements and exceed customer expectations.
• Work with internal business partners to optimize workflow based on contractual and customer TAT commitments in accordance with contract specifications.
• Manages and delegates customer order requirements throughout departments to ensure continuous workflow.
• Stays on top of clients to make sure they are receiving services that are within their budget and meeting their needs.
• Builds strong sales leads, promotes growth with customers by maintaining strong relationships and leveraging superior support to acquire new business opportunities.
• Identify, assess, and resolve customer issues using all available resources, judgement, and tools to deliver a positive solution.
• Use good judgement and discretion when managing and supporting customers when quoting and determining approval thresholds.
• Meet customers onsite or be available for travel to customers and trade shows as required.
• Establish and maintain a trusting, positive and profitable relationship between the customer(s) and the Company.
• Provide support for other departments with accurate and timely information to ensure customer expectations are met in an effective and professional manner.
• Prepare, review and present estimates, including different pricing options, detailed letters, and reports.
• Other duties as assigned.