Customer Service Manager

Customer Service Manager

The Customer Service Manager (CSM), under the direction of the Director(s) of Sales is responsible for all inside sales activity related to the Orders and Shipment of ITT Aerospace Controls products to the worldwide customer base. The CSM is responsible for leading and coaching the broader based customer service team to maximize their effectiveness in building long term customer relationships. The CSM will coordinate work between the customer service group and the other Functional Leads, to make sure all parties are aware of customer requirements as they pertain to individual orders and long term customer growth.

Essential Responsibilities

Customer Relationship Management

• Build customer trust through consistent communication, realistic commitments, accurate information, and positive results.
• Serve as the voice of the customer (VOC) internally, track and present Customer Scorecards.
• Maintain proactive communication and transparency on order status, risks, and resolutions.

Customer Solutions

• Remains calm and constructive in emotionally charged interactions with customers and delivers unwelcome news objectively with the appropriate sensitivity.
• Identifies and drives options that support ITT's strategy/business goals as well as customer needs.
• Negotiates mutually beneficial solutions for the customer and ITT by leveraging his/her understanding of the Customer's business as well as ITT's strategy.
• Collaborate with internal and external partners to resolve issues and drive optimal outcomes.
• Communicate customer impact to internal teams to ensure urgency and alignment.
• Support strategic pricing and planning to meet corporate profit goals.
• Supports the Corporate Strategic planning process. This includes the corporate plan, the plans for specific markets and the tactical plans that fall out of the various market plans.
• Provide customer insights to Sales to enhance relationships and identify opportunities.
• Drives continuous improvement into the Customer Service function and related processes.

Sales and Financial Goals

• Provides customer intelligence to Sales partners that will help them drive sales and improve the customer relationship.
• Ensure timely, accurate and compliant quotes, order entry, and issue resolution.
• Leads team to follow order status and proactively identifies and mitigates risks before they impact the customer or ITT.
• Support resolution of payment issues and bad debt recovery.
• Leverages knowledge of the customer and market to identify opportunities and provide competitive prices and lead times to close sales opportunities.

Leadership/ Supervisory Responsibilities

• Lead and manage the customer support team to ensure high-quality service delivery.
• Develop and implement customer support strategies aligned with business goals and regulatory requirements.
• Communicates the ITT vision and motivate people toward that vision.
• Foster a collaborative, accountable and empowered team culture.
• Practices appreciation and gratitude by promoting team accomplishments and by being committed to others' success.
• Champions new approaches or opportunities and demonstrates integrity by adhering to commitments.
• Align organizational structure with business objectives.
• Develops an organizational structure, process and work environment that support core ITT values and enable business results for ITT and its customers

Position Requirements

EDUCATION and/or EXPERIENCE

A bachelor's in business or technical degree; MBA is desirable. Four to ten years related experience and/or training; Strong understanding of aerospace systems, components, and regulatory environments.

LANGUAGE SKILLS

Ability to read, analyze, and interpret technical journals, financial reports, and legal documents; the ability to respond to inquiries or complaints from customers or members of the business community; the ability to write presentations and articles that conforms to prescribed style and format; the ability to effectively present information to senior management and customers

MATHEMATICAL/REASONING SKILLS

The incumbent should have the ability to work with mathematical concepts such as probability and statistical inference, the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. The incumbent should have the ability to define problems, collect data, establish facts, and draw valid conclusions.

COMPUTER SKILLS

Must be proficient in Microsoft Office Suite (Word, Excel, and PowerPoint) to prepare spreadsheets, graphs, presentations, and reports. Must possess ERP system knowledge.

TRAVEL DEMANDS

Willingness and ability to travel as required. Minimal Travel is a requirement of this position.

OTHER REQUIREMENTS

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

Equal Pay Act Statement

We aim to pay our 'ITT'ers' fairly and competitively in the locations that they live and work. Pay-for-performance is a principle that we believe in, and employees are rewarded based not only on 'what' they accomplish, but also on 'how' they reflect ITT's values. ITT offers a competitive salary and robust total rewards package, such as health insurance, 401(k), short and long-term disability, paid time off, growth and developmental opportunities, and other incentive compensation programs. Specific benefits are dependent upon whether or not the position is part of a collective-bargaining agreement. The salary offered to a candidate is based several factors such as candidate experience and qualifications, location, as well as market and business considerations.

Equal Pay Act Range

$116,900 - $174,700