What are the responsibilities and job description for the Customer Service Manager position at DASI LLC?
For nearly 30 years, DASI has been in the business of providing comprehensive aircraft inventory support for airlines, MROs, OEMs, and distributors. Headquartered in Miami, Florida, with service centers in London and Singapore, DASI is a truly global partner, serving customers’ parts and inventory needs in more than 140 countries.
DASI is embracing the potential of online sales and their digital marketplace, which has been growing exponentially and has tremendous potential with the right technology team in place to support and take it to the next level.
Purpose:
At DASI, the role of the Customer Service Manager is the leader who oversees and improves the overall experience that customers have with our company’s products and service. The Manager plays a key role in motivating and development of personnel, and instrumental in creating and executing best practices while also maintaining a cohesive relationship with all department
Key accountabilities:
• Manage a team of customer experience representatives, recognizing achievement, providing feedback, and progressive discipline when necessary, allowing the team to meet targets.
• Train and tutor department to ensure continuous improvement of the customer experience.
• Review all policies and procedures adapting to business and technological changes.
• Ensure collaboration with other business functions, so we consistently deliver end to end customer experience across all channels and touchpoints.
• Resolve escalated complaints and concerns and review responses on all media platforms.
• Analyse customer feedback and identify areas for improvement.
• Support development and management of the company’s brand image and reputation with customers
• Manage all order processing, customer resolution, and order expedite teams.
• Represent the company at trade events, conferences and other promotional functions as needed.
• Perform all other duties as assigned.
Key skills and competences:
• Develop collaborative working relationships.
• Manage multiple tasks seamlessly and adapts to the work environment.
• Clearly communicates in verbal and written form to all levels.
• Able to set and review KPIS and benchmarks.
• Must be able to interact professionally with management, peers and customers.
• Must have Problem solving and analytical skills.
• Advanced skills in Microsoft office products.
Experience and qualifications:
• Degree Level preferable or equivalent experience.
• 5 Years customer service experience.
• Experience in managing a global team.
• Proven track record of relationship building in commercial aircraft spare parts, preferably in the aftermarket segment.
• Strong knowledge of commercial aircraft spares.
Travel Requirements:
Business travel may be required.