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Director, Customer Service

Company: Jobleads
Location: Miramar
Posted on: May 3, 2021

Job Description:

AllClear is the military aftermarket industry's leading provider of mission-ready solutions, providing excellence in sustainment to the U.S. militaries and its allies. Headquartered in El Segundo, California, AllClear's sustainment solutions cover over 40 of the most utilized military aircraft platforms, supported with distribution agreements from leading OEMs, in-house and managed repair solutions, engineered products, and manufacturing capabilities. AllClear was formed in 2020 by bringing together two of the industry's leading companies: Aero Precision and Kellstrom Defense. Combined, AllClear now represents more than 55 years of defense aerospace sustainment experience and expertise. AllClear is focused on the bigger mission mindset of keeping militaries mission ready. AllClear locations include Camarillo, CA; AllClear offers a competitive and comprehensive benefits package, including: Medical, Dental, Vision, Life/AD&D, STD, LTD, HSA, FSA, and 401(k). EEO: AllClear is an Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Summary Directs and oversees all aspects of customer orders from Order Entry to Invoice as well as warranty claims/RMAs to support Distribution and Repair Services businesses. Ensures customer satisfaction through efficient execution of orders and solid communication. Utilizes reports to determine problem areas for on time delivery to customer. Project manages cross functional teams to insure efficient order execution and support from supply chain. Maintains current data in ERP. Drives for continuous process improvement, development and adherence to standard work processes for direct team and other adjacencies. Works directly with Supply Chain, Compliance, Finance, Internal and External Sales, Data Entry, Repair Station and Operations. Demonstrates role model leadership behaviors that represent the AllClear core values. Essential Duties and Responsibilities Includes the following and other duties as assigned: Develops and improves processes and standards for the Customer Service organization to improve efficiency to delight customers in our Distribution and Repair Services businesses. Analyses reports from Quantum ERP to identify potential issues in executing orders on time Develops and manages KPIs and reports for department. Shares during Daily Mgmt Meeting, Monthly Executive Business Review (MBR) and Customer Service Team Meetings Owns KPI and dept results and takes proactive action to improve when targets missed. Supports specific customer ongoing reporting and KPI requirements such that we continuously improve and maintain a strong position for future growth opportunities. Partners with other functions to formulate plans to resolve issues impacting the business in customer service, supply chain, sales, operations, data entry, etc. Investigates, coordinates, and resolves customer problems with a high sense of urgency Understands and can operate in both the tactical and strategic environment. Drives a team that provides best-in-class customer support with respect to communication, quality, turn-around time and overall customer satisfaction. Supports RMA and warranty claim processes with Quality Dept; drives for improvement Builds relationships with all cross functional teams to ensure awareness of and alignment with business segment goals and as necessary regarding day to day customer needs Proactively identifies, investigates, and drives resolution to all issues impacting the successful shipments of material to customers on time. Inclusive of issue resolution with direct and indirect responsibility. Utilizes and manages customer portals for purchase orders, receipt of new orders or changes to current order. Supports "Make the Month" meetings such that business achieves its monthly and yearly targets Assists in proposal writing and presentations as required. Trains other team members in all aspects of ERP system as related to performing all of the above requirements; works to becomes subject matter expert (SME) within customer service related functions of Quantum ERP Understands and performs functions in accordance with AS9120, AS9110 and ISO9001 Standards. Support ongoing certification process and any related NCRs as needed. Supervisory Responsibilities Leads and Models All Clear Core Values: Integrity, Customers Talk We Listen, Ownership, Best Team Wins, Transparency, Continuous Improvement and Safety Directly supervises 10 - 12 employees within the department (includes both Distribution and Repair Services). Creates a high-performance and accountable culture with a high standard of ethics and integrity for all team members Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsible for the coordination and evaluation of the department while providing regular direct feedback to team (both positive and developmental) Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Requirements Education and Experience College degree or a minimum of 10 years of relevant experience At least 5 years of leadership/managerial experience Experience in Aerospace or Defense and government contracts is highly preferred Distribution and Aviation Repair Services experience is highly preferred Quantum ERP experience is a plus Language Skills Foreign language skills desirable especially Spanish Ability to read, analyze, and interpret general business information Ability to write reports, business correspondence, and procedure manuals Ability to effectively present information and respond to questions from groups of managers Mathematical Skills Average to above average Physical Demands Customary physical demands for office environment Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions Traditional office environment May require light lifting (less than 25 lbs.) on a very infrequent basis. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions Travel Periodic travel may be required as deemed necessary to perform this job (up to 25%) OTHER US Persons Only (US citizens, lawful permanent residents, refugee or asylee - all require proper identification and documentation) The above is intended to describe the general content of and requirements for the performance of this job. It is not to be onstrued as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Keywords: Jobleads, Hollywood , Director, Customer Service, Other , Miramar, Florida

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