Customer Service Manager

Job Description:

(Overview of job)The Customer Service Manager (CSM) serves as the primary liaison between De Havilland and its global afterspanet customer base. This role is responsible for managing customer relationships, processing parts orders, resolving service issues, and supporting strategic growth opportunities across multiple accounts, including airlines, lessors, MROs, and brokers. The CSM ensures customer satisfaction by aligning internal resources to deliver the right services at the right time, at the right value. As a key part of the customer experience, the CSM is accountable for supporting both day-to-day operational needs and the long-term development of each customer account. The sucessful candidate will be required to work shifts. Key ResponsibilitiesServe as the main point of contact for assigned customers, ensuring prompt, professional, and proactive communication.Provide strategic leadership to manage a portfolio of over eighty customers, including airlines, lessors, repair stations, and brokers, regarding their parts orders and accounts.Oversee customer order processing, including:Quote generation and order entry.Material Return Authorizations (MRAs), exchanges, and repairs.Backorder tracking and delivery coordination.Accounts receivable follow-ups and discrepancy resolutionMaintenance of customer master data and profilesInvestigate and resolve invoice, delivery, or quality issues in collaboration with Finance, Supply Chain, and Quality teams.Lead customer-facing projects such as:Initial provisioning and start-up kitsMobile Repair Team (MRT) eventsProduct or technological transitionsContractual commitments and performance reviewsRecognize and support opportunities for new or incremental business relationships.Identify and pursue opportunities to grow existing accounts by understanding client needs, proposing value-added solutions. Conduct and Produce reports for customer review meetings.Attend or present at customer-facing events.Collaborate closely with fellow Customer Account Managers to develop solutions for customer challenges.Exercise sound judgement in decision-making, proposal recommendations, and escalate issues as required.Identify opportunities to enhance process and procedures for increased efficiency and customer satisfaction.Participate in workshops for new technology or process implementation.Liaise with other internal departments to support customer requirements.Gather and analyze customer data to support the development of executive presentation materials. Qualifications5+ years of proven experience in customer service, sales, or account management.2+ years of Experience in the Aerospace industry (airlines, OEMs, contractors, etc.)Experience with ERP and CRM systemsBachelors degree, in Business, Marketing, Communications, or related field preferredProject Coordination/Management Certification (CAPM/PMP) considered assets.Continuous Improvement Certification (LEAN/Six Sigma) considered an asset.Experience in logistics/supply chain considered an asset. SkillsStrong customer focus and proven relationship-building capabilities.Excellent interpersonal, verbal, and written communication skills.Sound judgment and decision-making with a sense of ownership and urgency.Conflict resolution and de-escalation skills.Organized and detail-oriented; capable of managing multiple priorities and accounts.Analytical mindset with the ability to interpret data and identify trends.Proficient in Microsoft Office Suite; advanced Excel or Power BI skills are a plus.Comfortable working cross-functionally in a fast-paced, customer-facing environment.Demonstrated ability to manage and complete projects.

Job Ident #: 1694

Company Details

De Havilland Canada

123 Garratt Blvd
Toronto, Ontario M3K 1Y5 Canada
dehavilland.com

Throughout an impressive 75-year history of producing various models of aircraft in Canada and for the world, De Havilland has always proudly been known for its adaptability and dependability. Being responsible for creating some 3,500 aircraft—includ...

Supported Manufacturers:
De Havilland

Supported Models:
Dash 8-400

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Job Info

Location

Calgary, Alberta, Canada

Type

Permanent

Company Details

De Havilland Canada

123 Garratt Blvd
Toronto, Ontario M3K 1Y5 Canada
dehavilland.com