Customer Service Manager - Sterling | United Kingdom | req112004

　　For more than 40 years, Sterling has been trusted by some of the world's leading aerospace and air transportation companies. We specialise in Aircraft on Ground (AOG) situations for Original Equipment Manufacturers (OEMs) and Maintenance, Repair and Overhaul (MROs) as well as commercial airlines and corporate jet owners. Our experts get customers critical aircraft parts where they need to be with speed and reliability.

　　YOUR ROLE

　　Introducing a pivotal addition to the Sterling team: the Customer Service Manager. This role is dedicated to elevating and optimising customer services by meticulously overseeing adherence to procedures and the correct utilisation of systems. This role will play a crucial part in guaranteeing unparalleled customer service excellence. Join us in shaping the future of top-tier customer satisfaction!

　　YOUR RESPONSIBILITIES

　　Collaborate in the effective management of the Aviation team, overseeing Dedicated Logistics Specialists.

　　Cultivate and nurture client relationships, ensuring sustained satisfaction and engagement.

　　Monitor escalations, guiding supervisors/leads in maintaining customer updates.

　　Assist in ensuring teams consistently communicate vital information to clients, including updates on flights, customs delays, proof of deliveries, charges, and resolutions.

　　Generate and provide accurate quotes for all the services offered to customers.

　　Develop and curate comprehensive training materials for optimal Customer Service, ensuring standardized excellence across all shifts.

　　Uphold strict compliance with company policies and procedures.

　　Forge a seamless partnership with the Sales team, facilitating a smooth customer onboarding process.

　　YOUR SKILLS AND EXPERIENCES

　　Proficiency or familiarity with the Aviation industry, particularly in handling Time Critical shipments utilising a range of available services.

　　Previous experience in customer service or sales roles.

　　Demonstrated managerial or supervisory experience leading a team.

　　Proven ability to effectively communicate information and cultivate the development of individuals, enhancing their knowledge and skill set.

　　Adaptability to thrive in a fast-paced and demanding environment, showcasing accuracy and the capability to work within stringent timelines.

　　Strong problem-solving skills and the ability to make informed decisions under pressure.

　　GOOD REASON TO JOIN

　　If you would like to become a valued member of our team, we will make sure that you're rewarded for your commitment and expertise. You can join the contributory Kuehne+Nagel pension plan and enjoy our Route 2 Rewards scheme which offers everything from discounts, benefit information, recognition and its own wellbeing centre. We care for our colleagues (and their immediate family) with our employee assistance programme providing access to 24/7 GP, legal and financial advice along with mental health counselling. All of this to help you live a happier and healthier life. As proud holders of the Gold Covenant, we are a forces-friendly employer who recognise the skills, expertise and value service leavers bring to our organisation.

　　ABOUT KUEHNE+NAGEL

　　With over employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world's leading logistics companies.

　　CONTACT

　　Lauren Baker

　　[email protected]

　　Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: [email protected] with the nature of your request. We will answer your inquiry within 24 hours.