manager, Customer ServiceRockwell Collins

Date Posted:
2020-10-05-07:00
Country:
Philippines
Location:
Lot 18 3rd Street, First Philippine Industrial Park, Tanauan City, Batangas, Philippines
Primary Responsibilities:
To share in the management of Customer Service Supervisors ensuring adherence to departmental processes and tasks in a timely manner.
Create a service center environment where teamwork, empowerment and trust are encouraged through coaching, performance measurement and people development.
Support Supervisors with on boarding and training requirements for new starters within the dept.
Develop positive relationships with Aftermarket Services Leadership team, acting as the Voice of the Customer.
Determine Aftermarket Services Customer Service Dept. resource requirements based on workload balance, consider existing and future expectations including annual holiday coverage schedule.
Drive changes to improve Customer satisfaction measurement through Market Feedback Analysis (MFA).
Drive continuous improvement and standardization within Global Customer Service processes, across all Aftermarket Services facilities.
Actively program manage internal departments (Supply Chain, Planning, Engineering and Operations) where necessary, to support on-time delivery targets.
Act as Subject Matter Expert for Customer Service processes in terms of front end ERP system and other site specific requirements.
Ensure existing procedures are being followed and facilitate regular audits on Customer Service dept. to confirm adherence.
Authorize Customer cancellation and credit note requests ensuring full investigation has been carried out by Supervisors prior to submission.
Prepare and analyze Customer Service Metrics for Aftermarket Services Leadership team.
Support Account Receivables and Finance team to reduce aging unpaid invoices and preparation of liquidated damage claims, where required.
Basic Qualifications:
Bachelor's degree and 3 years of relevant experience OR
In absence of a degree, 7 years of relevant experience is required
Raytheon Technologies 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.
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