Customer Service Supervisor - Aerospace & Defence

Customer Service Supervisor - Must have Aerospace or Defence experience.

Job Purpose:
Responsible for leading a Team of 3, ensuring that all Customer production and spares orders are processed and managed accurately and promptly. Proactively resolving internal and external queries on a daily basis to meet Customer need dates. The post holder will establish and maintain positive relationships and ensure service is compliant with agreed metrics, KPIs and company standards.

Main Responsibilities:
*Act as the point of contact to the customer for timely and satisfactory problem resolution including quality, warranty and contractual issues. Act as the voice of the customer to ensure customer needs are met.
*Compile and report performance metrics on a Daily basis.
*Co-ordinate and support individual customer accounts undertaking necessary research and investigation and responding to status enquiries of production schedules, shipping information and delivery problems.
*Respond quickly, discreetly and accurately to all correspondence, orders, quotes, status requests, complaints, follow-ups and other miscellaneous customer requests.
*Attend regular meetings as required to support tasks. Put in place efficient internal team communications that focus on work priorities and encourage feedback.
*Responsible for assessing and providing accurate documentation in accordance with Export Control Regulations for international shipments.
*Works effectively with colleagues, customers, suppliers and all stakeholders to ensure delivery schedules are adhered to. Uphold the company values at all times.
*Review backlog regularly and look for bottlenecks and delivery problems.
*Respond to and resolve status inquiries of productions scheduling, shipping information and delivery problems.
*Effective use of ERP for all process tasks including Loading Purchase Orders, Customer Acknowledgements, raising Picklists and Invoicing.
* Build strong long-term relationships with customers. Coordinate and participate in meetings and reviews between the Customer.
*Supervise Customer Services Production and Spares team; including performance and attendance management, training and coaching and appraisals.
*Advocate working within strict quality and performance standards and seek opportunities for continuous improvements.
*Develop a high performing, driven and focused customer services team.

JAM Recruitment is acting as an employment business with regards to this position.