What are the responsibilities and job description for the Customer Service Manager, GATES position at GA Telesis?
GA Telesis is a global leader providing integrated solutions to the aviation and aerospace industries. We serve over 2,000 customers, including airlines, original equipment manufacturers, maintenance, repair, and overhaul (MRO) providers, and suppliers worldwide, with 31 leasing, sales, distribution, and MRO operations in 19 countries. At GA Telesis, our core business is integrated aviation solutions, and our mission is customer success.
The GA Telesis Engine Services (GATES) organization, located in Wilmington, Ohio, is seeking an experienced Customer Service Manager to join their team. This is a full-time permanent position that requires a strategic thinker, an exceptional communicator, and someone who is passionate about driving customer satisfaction. Reporting to the General Manager, the ideal candidate will be responsible for dealing with customer needs and requirements, answering phone calls and emails, and responding to customer questions and complaints.
The GA Telesis Engine Services (GATES) organization, located in Wilmington, Ohio, is seeking an experienced Customer Service Manager to join their team. This is a full-time permanent position that requires a strategic thinker, an exceptional communicator, and someone who is passionate about driving customer satisfaction. Reporting to the General Manager, the ideal candidate will be responsible for dealing with customer needs and requirements, answering phone calls and emails, and responding to customer questions and complaints.
- Important Notice: Eligibility Requirement: Only U.S. Citizens or Permanent Residents will be considered for this position.
- Review customer requirements identified during the quoting process to ensure that they are clearly stated, understood and recorded.
- Evaluate short delivery requirements.
- Ensure product requirements are defined.
- Communicate with the customer, keep them informed as the project progresses and request feedback from the customer.
- Respond to customer complaints.
- Analyze data and prepare reports for management review to include customer feedback, complaints, and product delivery commitment analysis. Investigate underlying problem issues and identify the causes.
- Assemble, integrate, and analyze all customer satisfaction data collected from various sources.
- Follow-through on customer feedback.
- Determine the action necessary to make improvements.
- Communicate improvements to customers.
- Ensure timely and accurate delivery of customer quotes.
- Participate in job planning and coordination, including the development and review of job task cards in collaboration with the shop floor team.
- Assist in the issuance of tenders and quotations.
- High school diploma or equivalent required.
- Experience in sales and/or customer service environments.
- Strong attention to detail with excellent organizational skills.
- Mechanical aptitude; hands-on experience or ability to understand basic mechanical work.
- Experience with quoting, invoicing, and pricing.
- Excellent listening, verbal, and written communication skills.
- Ability to accurately gather, document, and relay customer information.
- Comfortable working in a fast-paced environment and handling a high volume of customer interactions.
- Ability to collaborate effectively with outside sales teams, planners, and shop floor personnel.
- Strong coordination skills to support scheduling and workflow on the shop floor.
- Analytical mindset with the ability to use data to support decision-making.