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Director of Customer Service

Company: Recaro Aircraft Seating Americas, Inc.
Location: Fort Worth
Posted on: November 25, 2022

Job Description:

Position Summary:Focus and coordination of all activities in the areas of Sales and Marketing in all RAU locations and international collaboration with RAS locations incl. all joint ventures in accordance with the company targets. Target oriented interlocking of customer activities with the activities of the other business units, especially R&D, Program Management, Supply Chain, Sales, and Finance & Administration.The Director of Customer Service will oversee all Customer Service Team members in North and South Americas. Essential Duties and Responsibilities include the following, other duties may be assigned:Developing concepts and implementation of customer service activities to achieve turnover, market share and earning targets while taking into consideration of customer requirements.Support customer service providing training, coaching, contract negotiations, product marketing material, local visits/ workshops with the customers for all products & services to gain commercial success of existing and future products and to reach current market knowledge Provide and negotiate solutions for high level customer escalations in regard to Customer Service topics as needed.Ensuring realization of the complete portfolio of the acquired customer modification or repair projects (Customer Service) including individual project goals (profit responsibility and customer orientation) as well as the general reduction of the cost & lead times and an increase in quality according to defined project management standards.As a profit center, with profit responsibilities, develop competitive customer support to service our customers and their products before & after entering into service by ensuring the whole customer service value chain.Develops and implements the strategic development, of the Customer Service functions for all aspects of the company products and interlinks customer activities with other departments within the company. Active partner for the development and execution of the RECARO Aircraft Seating strategy.Initiating and executing strategic projects to further develop the competencies within the area of customer to further enhance our company competencies (ex: Customer Service Excellence initiatives).Executing and operating Risk Management and conducting audits in order to comply with all internal, external and statutory guidelines in the areas of responsibility while considering internal and legal guidelines, informing supervisor in case of deviations as well as taking corrective actions. Responsible for representing RECARO in a professional manner via: sales calls, product and company presentations, trade shows, conference calls and meetingsParticipate in activities toward relationship building at C-level within customer baseEnsuring Customer Service Team maintains, updates, and status of programs for the scheduled Offer Status and Sales Staff Meetings in all internal systems (including CRM)Devise and implement corrective action measures to correct issues as they arise as reflected by KPIs, OEM ratings and/or customer feedback.Initiate and participate in Lean activities with other departments within RECARO. Leverage existing relationships with customers including airlines, MROs, lessors, etc. to achieve short-term and long-term growth goals. Expand sales by securing new contracts, aligning the product and market strategies of the RAU site, and expanding product lines into niche areas.Report to RECARO Executive Team regarding customer satisfaction and product performanceGuide, motivate and develop subordinate staff within the framework of company guidelines.Responsible for all personnel issues and performance evaluations of direct reports, including performance management, identifying training needs, capacity building and succession planning. Develop effective and efficient employees by leading, motivating and implementing leadership principles and guiding principles including 3P process.Other responsibilities as needed

Education/Experience:This position requires a Business or Engineering degree or a combined equivalent This position requires 10-15 years of sales experience or equivalent aerospace industry backgroundAbility to work with multiple cultures in a professional and persuasive mannerDemonstrate strong team and leadership skill setsAbility to speak effectively before customers and employees of RAU Excellent presentation skills are requiredExcellent verbal and communication skillsStrong analytical and problem-solving skills; ability to conceptualize new ideas, strategies, etc.Results oriented; a self-starter and a fast learner PI197593846

Keywords: Recaro Aircraft Seating Americas, Inc., Fort Worth , Director of Customer Service, Executive , Fort Worth, Texas

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