Customer Support Manager

Job description

Customer Support Manager

Location:�Finchampstead, UK

Arden White a highly motivated Customer Support Manager to join our Client in Finchampstead. This role is crucial in managing aircraft component repairs and warranty services for a global clientele, including airlines, manufacturers, and MROs (Maintenance, Repair, and Overhaul organisations).

Key Responsibilities:

• Develop and maintain strong relationships with customers and key suppliers.


• Continuously seek to improve working methods and communication channels.


• Ensure compliance with contractual terms between customers and suppliers.


• Strive to improve turnaround times and reduce aged orders.


• Address and resolve all aspects of supplier interactions.


• Identify threats to service levels and apply escalation procedures as needed.


• Negotiate proposals to resolve and mitigate issues.


• Respond promptly to customer requirements and inquiries.


• Escalate internally when necessary and propose operational changes to meet evolving customer needs.


• Monitor and manage the status of repair orders throughout the repair process.


• Maintain systems with up-to-date status data, delay explanations, and relevant supplier information.


• Set clear goals for Repair Administrators.


• Work alongside the Account Program Manager to ensure customer expectations and KPIs are met or exceeded.

Qualifications:

• Relevant experience in Supplier Management or Customer Support activities.


• Experience in the aviation industry is desirable but not essential.


• Strong problem-solving skills and the ability to make informed decisions.


• Excellent teamwork, time management, and organizational skills.


• Ability to manage workload effectively under pressure.

Legal Requirement:

• Must have the legal right to live and work in the UK.


• Candidates will be required to provide evidence of their right to work in the UK.