Customer Service Manager

Customer Service Manager

Silver Wings Aerospace located in Princeton, Florida is currently seeking an experienced Customer Service Manager to join our team.

The Customer Service Manager is responsible for managing customer service representative and account managers to ensure goals are met and performance evaluated. Manage customer phone calls / emails -- supply quotes for customers on parts in shop, coming in and quoting new work. Update price list with repair cost and work performed -- work with engineering on new DER repairs being written -- quote repair steps and process customer approval.

Essential Duties and Responsibilities:

• Manage Customer Service team.
• Maintain accurate records of repair activities, prepare reports, and communicate repair status to customers, internal teams, and management.
• Continuously evaluate and refine repair processes to enhance efficiency, reduce turnaround times, and improve overall customer satisfaction.
• Review and manage quotation of work scopes, and materials, including TAT estimates.
• Coordinate with customers, shop technicians, Quality, and Engineering on customer warranty claims, repair capabilities/feasibility, and new repair development.
• Review, trend, and perform corrective measures with respect to customer satisfaction.
• Review and analyze current pricing with market/material trends.
• Communicate with customer(s), on information requests, new business solicitations or in resolutions of issues as needed.
• Ensures customer profiles, customers shipping addresses and methods are maintained in Quantum.
• Additional responsibilities as assigned by management.

Other Knowledge, Skills, and Abilities:

• Must have excellent communication skills and the ability to communicate clearly in English both verbally and written.
• Strong knowledge of aerospace components, materials, and repair processes.
• Knowledge of aviation regulations and safety standards.
• Ability to work in a fast-paced environment and handle multiple priorities simultaneously.
• Must have computer skills including Windows, MS Word and MS Excel, MS Teams.
• Strong communication skills and interpersonal skills for effective customer interaction.

• Should be able to read blueprints and comprehend processes in CMM.
• Excellent leadership, team management skills, problem-solving and decision-making abilities.
• Detail oriented with commitment to quality and safety.