1. Summary of the role
The Customer Support Manager (CSM) is responsible for implementing, monitoring, administering and improving customer service procedures and work flows across APAC regions, specific to aerospace customers. They may directly or indirectly lead customer support teams to acheive best in class customer support. They will establish, monitor and report specific KPI’s and seek to improve short falls. In addition, the CSM will ensure that customer support staff in all APAC regions are compliant to required procedures and performing to KPI targets.
The CSM is responsible for working with the APAC Aerospace General Manager (GM) and local regional management to establish a team that is capable of providing and achieving outstanding customer service.
The CSM is responsible for customer order management of selected customers as well as the aerospace customer order management process in APAC. This includes communication and coordination throughout the entire supply chain to ensure on-time delivery to customers.
The CSM is responsible for supporting customer service, Sales Engineers, Project Engineers and Application Engineers in developing new opportunities and wherever the business needs may be.
The CSM is responsible for assisting in achieving sales and profitability goals.
2. Tasks and Responsibilities
The primary function of the CSM position is to provide the management and coordination of day-to-day operations which support customer delivery as well as the direct or indirect supervision of the customer support team members.
The CSM is also responsible for ensuring outstanding customer service and total customer satisfaction to existing and prospective customers while operating within established procedures. This includes:
· Managing orders from PO receipt to delivery for local customers
· Leading the Customer Support team: Train, teach, coach, monitor, plan and review. Strategize and communicate annual targets.
· Reporting Customer Support team performance & capacity and make recommendations for improvement
· Assist the Aerospace team in scaling to grow, which may include recruitment and retention of Customer Support staff
· Develop and continuously improve the customer support team
· Make recommendations to the Business Process Managers (BPM) to improve internal processes.
· Develop and implement procedures to ensure that customer orders are processed efficiently, correct and on time.
· Assist in monitoring and improving sales growth and profitability
· Answer customer inquiries regarding delivery status
· Quote standard products to customers and follow up on quotations
· Ensure full compliance with all Standard Operating Procedures including Order Management, Quality Procedures, and overall Quality Management Systems
· Develop work instructions for customer specific delivery requirements. Train and cross training staff accordingly.
· Represent the Hub in cross-functional teams to support continuous improvement efforts in operations, quality, supply chain or other.
· Assist the Hub with quality related issues.
· Assist other business support functions in drive improvements
· Proactive communication, analysis and problem solving
· Work with the right sense of urgency: Response times, flexibility and accuracy
· Report monthly, quarterly and annually to the GM on various KPI’s and targets
· Assist the GM in management reviews, business reviews and business plans
. Execute contract reviews per AS standards and local procedures on time.
. Match customer orders with supplier deliveries to meet/exceed OTD targets.
. Resolve customer complaints through proactive internal/external communication.
. Source/purchase products from internal/third-party suppliers as needed.
Communication
. Communicate and address changes in customer demand across the organization.
. Collaborate with Hub, SCM, PM, and Factory to align with KPIs
. Resolve and negotiate delivery schedule issues.
3. Education and Experience
· 4 to 5 years’ experience in a customer service position
· Management/Leadership experience
· 4-year degree
· Knowledge of basic business sales and marketing practices
· Knowledge of supply chain processes and practices
· Experience with ERP software systems (JDE preferred)
Other Experience (beneficial but not required):
· Knowledge of aerospace products
· Familiarity with AS9100 quality requirements is beneficial
· Familiarity with technical prints (general comprehension)
4. Competencies
· Ability to lead, manage, and supervise personnel
· Management/Leadership skills
· Proven track record in customer satisfaction
· Strong written and verbal communication skills
· Strong people and relationship building skills
· Customer driven with a positive, professional, can-do attitude
· Strong organizational skills with the ability to mulit-task
· Attention to detail and accuracy
· Strong analytical, decision making and problem solving skills
· General knowledge of financial terminology and calculations
· Proficiency in the use of Microsoft Word, Excel and PowerPoint
· Proficiency in the use of business operational software (Oracle, JDE, SAP, Microsoft Dynamics Business Central)
5. Key Interfaces and Stakeholders
Develop and maintain strong working relationships with:
o Customers
o Customer Support staff
o Application engineers
o Supply Chain Management group
o Global Aerospace Hubs
o Manufacturing units
6. Geography to cover and travel requirements
· The CSM position administers the APAC region with direct customer management in SE Asia.
· Travel requirements of 10% to 25% per year.
· Travel may include local and international.
7. Behavioral Characteristics
· Trelleborg’s Core Values:
o Customer Focus
- Working with customers to build long term relationships & partnerships
- Delivering on our promises and commitments
- Understanding the impact on our customers of our business decisions
o Performance
- Taking individual responsibility for personal objectives and results
- Continuously improving our performance
- Encouraging a culture of continous improvement and teamwork
o Innovation
- Develop innovative solutions to customer problems
- Being proactive in initiating change and improvement
- Sharing knowledge and experience through teamwork
o Responsibility
- Respecting the culture, custom and rules of Trelleborg, our suppliers, and our customers
- Communicate openly and accurately
- Taking personal responsibility for our actions
- Performing our duties to the best of our ability and with integrity
