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Customer Service Manager

Company: Collins Aerospace
Location: Burnsville
Posted on: April 18, 2019

Job Description:

Customer Service Manager Date Posted: 2019-03-21-07:00 Country: United States of America Location: HMN01: S&IS (Sensors) - Burnsville 14300 Judicial Rd, Burnsville, MN, 55306 USA Collins Aerospace is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Created in 2018 by bringing together Rockwell Collins and UTC Aerospace Systems, Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers' toughest challenges and to meet the demands of a rapidly evolving global market. Our Avionics team advances aviation electronics and information management solutions for commercial and military customers across the world. That means we're helping passengers reach their destination safely. We're connecting aircraft operators, airports, rail and critical infrastructure with intelligent data service solutions that keep passengers, flight crews and militaries connected and informed. And we're providing industry-leading fire protection and safety systems that our customers can count on when it matters most. Are you ready to learn from the most knowledgeable experts in the industry, develop the technologies of tomorrow and reach new heights in your career? Join our Avionics team today. Role Overview This position manages a team of intermediate or experienced professionals in Customer Service. Establishes objectives and guidelines for efficient and high-quality services. Liaises with product line management, handles escalated client problems, and makes changes to Customer Service policies to ensure improvement and effectiveness. Primary Responsibilities: Coordinates and manages all levels of customer service center representatives to ensure customers' expectations are met. Provides technical guidance to staff on the systems, standards, and mechanisms put in place to provide and monitor customer service performance and ensure that activities are efficient, consistent, reliable, and high quality. Coordinates and liaises with product line management to ensure that customer service strategies and activities are integrated with business unit objectives. Oversees difficult client problem and issue resolution to ensure excellence customers satisfactions are met. Performs performance reviews on addressing and resolving customer problems and outlines to improve performances and services. Summarizes the findings from customer correspondence and product issues identified by the customer service team to ensure issues are discussed and resolved. Interprets the organization-wide customer service strategy and policies and procedures specific to daily activities of customer service center representatives to ensure smooth operations of customer services work. Responsible, when required, for managing the day-to-day operations of a call center and a team of call center representatives, including employees that sell or promote organization products and services to ensure business targets are met. Performs duties related to overall customer service. Provides support to sales team with regard to customer concerns. Coordinates with sales reps to identify inside sales opportunities. Serves as customer interface on product status and delivery. May manage or work in call center for customer support. Maintains knowledge of UTC organization and products to provide the appropriate information and support to customers. Consistently documents customer service needs to identify patterns and maintain quality. Required Education: Bachelor's Degree from an accredited institution Basic Qualifications: 5 years relevant experience Preferred Qualifications: Experience with Account Management, or some kind of customer facing position Nothing matters more to UTC Aerospace Systems than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen. Note: Background check and drug screen required (every external new hire in the U.S.) Drug Screens for re-hires only performed for previous employees who have been gone from the company for more than 1 year UTAS United Technologies Corporation is An Equal Opportunity/Affirmative Action 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, age or any other federally protected class. Privacy Policy and Terms: Click on this link to read the Policy and Terms United Technologies Corporation is an Equal Opportunity/Affirmative Action 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, age, or any other federally protected class. Note to candidates regarding interview scams: We'd like to make it clear that UTC Aerospace Systems never asks candidates for money. If you've been approached with a job offer that you suspect may be fraudulent, we strongly recommend you do not respond, send money or personal information. Please report any suspicious activity to Talent Acquisition.

Keywords: Collins Aerospace, Minneapolis , Customer Service Manager, Executive , Burnsville, Minnesota

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