Customer Service Manager (M/F)

Job description

Montreal, QC (Canada)

Concentrate on commercial execution of business at the level of individual items, the smooth operational Customer Support and act as a consultant to customer in all matters of material and customer management.

Tasks:

·  Independent responsibility for commercial processing and operational handling of the contract from the point of view of cost effectiveness
·  Identifies and manages revenue opportunities within his/her scope of responsibilities, Realizes cross- and up-selling potential
·  Advises customers in finding the right solution and pro-actively sells customer oriented services
·  Responsible for perfect functioning of customer interface while giving consideration to contractual service agreements and internal Key Performance Indicators
·  Independently develop, document and implement work procedures
·  Independently manage the customer relationship at the operational level and ensure its ongoing development, resolve complaints
·  Responsible for first escalation level for process related issues
·  Independently handle initial contact from all customers assigned for all issues of daily operational business
·  Monitor and support performance level reporting
·  Coordinate business units within Lufthansa Technik to meet customer requirements and maintain an internal and external performance dialog
·  Responsible for correct cost booking and in time invoicing
·  Customer complaint management (pro-actively...)
·  Work in and with various Lufthansa Technik systems, such as SAP, E-bat, MAX-LRU, SAP, and etcetera
·  Ensure that customer information systems are well maintained and that operational customer service receives all necessary work information
·  Work according to, and support the Quality Management System
·  Perform support functions and deputized duties as directed
·  Independently manage all customer communication, meetings or conference calls, involving various Lufthansa Technik departments
·  Consult customer on managing internal supply chain
·  Managing Lufthansa Technik supply chain to meet customer requirements

*All other duties as assigned or required.

Desired profile

Your profile

·  High school diploma/GED desirable
·  College degree/vocational training desirable: Bachelor desirable
·  Professional experience required: More than 2 Years / MRO Customer Service desirable
·  Language: English required, German and French desirable
·  Industry knowledge required: MRO Customer Service
·  Expert knowledge desirable: SAP, MAX, CSR Training or equivalent OJT
·  IT Knowledge as user: MS Office

Environmental Influences:

·  Must possess permit to work in the Canada
·  Willingness for assessment screening
·  Willingness to travel

Airport environment:

·  Must be willing to work under constant time pressure
·  Must be willing to work under high stress levels

Authorities:

·  In accordance with rules and regulations, and given authorities

*CV/Resume required.

About Lufthansa Technik AG

Lufthansa Technik is the worldwide leading independent provider of maintenance, repair, overhaul and modification services for civil aircraft. With tailored maintenance programs and state-of-the-art repair methods we ensure the durable reliability and availability of our customers’ aircraft fleets. We are an internationally-licensed maintenance, production and development company. With its six business units (Maintenance, Overhaul, Component Services, Engine Services, Landing Gear Services, and VIP Services and Innovation) the Lufthansa Technik Group offers its approximate 800 customers worldwide, a complete range of services round about aircraft technology.

www.lufthansa-technik.de

If this is you, please apply online.