Customer Success Director

Customer Success Director JOB PURPOSE:The Customer Service Manager is a supervisor role responsible for managing the Customer Service team and the Estimating team. Overseeing the Customer Service team will include management of order realization process for new and existing customers. They will be an active contributor to the customer qualification and opportunity process, new product introduction process, and estimating process. The position will be in charge of overseeing the training and management of the Account Management and Estimating teams to include the order entry process, contract reviews, quote proposal follow-ups, coordinating the process of all forecast and demand planning activities (forecast and kanban scheduling and analysis) with Operations, Production and Engineering, Quality and Procurement. The Customer Service Manager will oversee the RFQ process to include management of the Estimating team. The position is responsible for collaborating with internal customers and leadership team members to align business strategies with our operation by utilizing interpersonal skills and professional standards to ensure our Team is reaching our KPI targets and aligned to company goals. ESSENTIAL FUNCTIONS:Manages the Account Manager and Estimating teams.Manages and oversees all new and existing customer accounts through the entire product realization process with a focus on achieving revenue goals and department KPI goals.Provides full support to Estimating and Account Managers with questions, training, guidance, productivity, attendance, and other employee related concerns/issues.Drives process performance improvements and successfully works with cross functional teams to meet on-time delivery and customer satisfaction goals.Provides intel to the organization by analyzing data, identifying customer patterns, customer behaviors, and trends, to aid in aligning with customer needs and mitigating risk.Oversee the progress of new product introduction in order to ensure on time delivery of all new product launchesCollaborates with Business Development team to grow the revenue stream in alignment with company goals.Leads internal teams in taking a systematic, problem-solving approach to finding solutions by way of defining a problem, analyzing its root cause, brainstorming options, selecting a solution, and implementing a change and evaluating the outcome.Guides the Estimating Team in ensuring the Request for Quote (RFQ) process, from quote qualification to delivery, is on-time and accurate while meeting EBITDA goals.Leads daily RFQ meetings with the intent to provide support, guidance, and problem-solving solutions when on time delivery and low win ratio are not meeting company targets.Oversees the Customer Service Team in gathering intel and forecast information to align our Operations team with our customer requirements.Manages the forecast review process on a monthly basis with a focus on the collaboration of the Account Managers and other internal team members taking into consideration the forecast provided by customer, the intelligence received from the customer, historical data, and current market conditions.Ensure Customer Service Team is organized in communication to customers, completing open order reports on time, and the overall alignment of the customer delivery request, sales orders dates in the ERP system and planning commitments.Develop multi-year supplier agreements with all strategic customers focusing on developing inventory agreements (min/max, Kanban, consignment, blankets, etc.)Develop a strong understanding of our company’s current capabilities, potential growth for value-add capabilities based on our strategic customers’ needs.Performs other duties as assigned.Actively follows safety regulations at all times. QUALIFICATIONS:Minimum 5 years’ experience in Aerospace and DefenseDemonstrated experience working in a fast-paced, changing environmentExperience managing a teamOrganizational and analytical skillsExcellent communication skills (written and verbal)Able to successfully collaborate with internal team membersNegotiates skillfully in difficult situations with cross functional team and settles differences in an assertive yet diplomatic fashion in order to reach an agreementAdvance knowledge in Microsoft Office (Excel, Word, Outlook, Teams)Bachelor’s Degree preferred SKILLS/ABILITIES:Drives for KPI resultsUnderstanding of forecast planning for revenue cyclesEffectively communicates facts, ideas, opinions, or concerns with people at all levels in the organization, especially when explaining technical, professional, and complex information.Demonstrates enthusiasm and a willingness to take on new challenges, responsibilities, and assignmentsEncourage problem solving by identifying and raising issues in a constructive manner in order to be a participant in the changeBreaks down complex problems into manageable components to better identify the root cause of the problemDraws sound conclusions based on effective analysis of data, even when dealing with limited or ambiguous informationConsiders multiple factors (e.g. customer requirements, time constraints, costs, desired outcomes, etc.) when making recommendations/decisionsExcellent at communication, delegation, and conflict resolution.Skilled at setting clear expectations, fostering collaboration, and providing constructive feedbackInstills trust and confidence; is open, honest, and approachable. PHYSICAL REQUIREMENTS:Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.Must be able to converse on the phone for the majority of the timeMust be able to attend customer site visits and travel by car or airplaneIndividual must be comfortable sitting and typing for long periods of timeFrequent walking from office through production facility and to various departments. Occasional stooping, bending and reaching may be necessary. WORK ENVIRONMENT:Office environment with occasional manufacturing facility environmentUse of Personal Protective Equipment (PPE) or protective gear may be required when accessing certain areas. This position may require access to export-controlled items, technology, or technical data. To conform to U.S. Government regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State. The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities. Employee may be directed to perform job-related tasks other than those specifically presented in this description. Management has the right to amend and/or change job descriptions at any time. Company DescriptionAt Partners Personnel, we deliver more to every employee and client we serve. Our team of staffing industry experts is dedicated to helping our employees advance their careers while connecting our clients with the nation’s top talent. Experience the difference of staffing made personal at Partners Personnel.