Customer Service Manager
Role Overview
The Customer Service Manager is the primary liaison between De Havilland and its global aftermarket customer base.
The role manages customer relationships, parts orders, service issues, and strategic growth across airlines, lessors, MROs, and brokers.
The position supports day-to-day operations and long-term account development in a 24/7/365 operation, requiring flexible working hours.
Key Skills for This Role
Full Job Posting
Role overview
The Customer Service Manager is the primary liaison between De Havilland and its global aftermarket customer base.
The role manages customer relationships, parts orders, service issues, and strategic growth across airlines, lessors, MROs, and brokers.
The position supports day-to-day operations and long-term account development in a 24/7/365 operation, requiring flexible working hours.
Responsibilities
- Serve as the main contact for assigned customers and manage a portfolio of more than 80 customers.
- Manage quotes, orders, returns, exchanges, repairs, backorders, deliveries, receivables follow-up, discrepancies, and customer records.
- Resolve invoice, delivery, and quality issues with Finance, Supply Chain, and Quality.
- Lead customer projects such as provisioning, start-up kits, mobile repair events, product transitions, and performance reviews.
- Grow accounts, prepare customer meeting reports, attend customer events, and present as needed.
- Coordinate internally, recommend solutions, escalate issues, and improve processes.
- Analyze customer data for executive presentations and participate in technology or process implementation workshops.
Qualifications and skills
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- At least 5 years of customer service, sales, or account management experience.
- At least 2 years of aerospace industry experience.
- Experience with ERP and CRM systems.
- Logistics or supply chain experience is an asset.
- CAPM/PMP and LEAN/Six Sigma certifications are considered assets.
- Strong customer focus, communication, judgment, conflict resolution, organization, and analytical skills.
- Microsoft Office proficiency; advanced Excel or Power BI skills are a plus.
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