Customer Service Manager - Sterling
Windsor (Royal Borough of Windsor and Maidenhead) Sales
Job description
For more than 40 years, Sterling has been trusted by some of the world’s leading aerospace and air transportation companies. We specialise in Aircraft on Ground (AOG) situations for Original Equipment Manufacturers (OEMs) and Maintenance, Repair and Overhaul (MROs) as well as commercial airlines and corporate jet owners. Our experts get customers critical aircraft parts where they need to be with speed and reliability.
Your Role
Introducing a pivotal addition to the Sterling team: the Customer Service Manager. This role is dedicated to elevating and optimising customer services by meticulously overseeing adherence to procedures and the correct utilisation of systems. This role will play a crucial part in guaranteeing unparalleled customer service excellence. Join us in shaping the future of top-tier customer satisfaction!Your Responsibilities
- Collaborate in the effective management of the Aviation team, overseeing Dedicated Logistics Specialists.
- Cultivate and nurture client relationships, ensuring sustained satisfaction and engagement.
- Monitor escalations, guiding supervisors/leads in maintaining customer updates.
- Assist in ensuring teams consistently communicate vital information to clients, including updates on flights, customs delays, proof of deliveries, charges, and resolutions.
- Generate and provide accurate quotes for all the services offered to customers.
- Develop and curate comprehensive training materials for optimal Customer Service, ensuring standardized excellence across all shifts.
- Uphold strict compliance with company policies and procedures.
- Forge a seamless partnership with the Sales team, facilitating a smooth customer onboarding process.
Your Skills and Experiences
- Proficiency or familiarity with the Aviation industry, particularly in handling Time Critical shipments utilising a range of available services.
- Previous experience in customer service or sales roles.
- Demonstrated managerial or supervisory experience leading a team.
- Proven ability to effectively communicate information and cultivate the development of individuals, enhancing their knowledge and skill set.
- Adaptability to thrive in a fast-paced and demanding environment, showcasing accuracy and the capability to work within stringent timelines.
- Strong problem-solving skills and the ability to make informed decisions under pressure.