Customer Service Leader

SUMMARY: The Customer Service Leader is responsible for the management of customer accounts.  They Provide product services and resolve emerging obstacles that our customers might face with accuracy and efficiency. They must formulate positive relationships with customers, while supporting other departments within VSE Aviation.

DUTIES & RESPONSIBILITIES:

Responsibilities include, but are not limited to:

• Communicate with customers by telephone or email to provide information about products or services and understand/ transmit financial and technical information to internal and external customers.
• Keep records of customer interactions or transactions; record details of inquiries, complaints, or comments, as well actions taken.
• Capable of producing 30-50 quotes a day while supporting the processing of all customer components through the shop processes
• Assists in generating revenue and forecasts/tracks key account metrics (e.g. quarterly sales results and annual forecasts)
• Develops a thorough understanding of VSE Aviation products and service offerings to better upsell and cross-sell to our clients.
• Creates and produces quotes and pricing approvals for Customers.
• Monitor all customer and internal team KPI’s ensuring all metrics are met
• Act as authorized representatives to approve additional costs for customer accounts within limits of each account.
• Adheres to customer specific reporting requirements i.e., technical, reliability and performance KPIs and communicate directly to the customer
• Manage complete internal process for customer orders through all internal steps and departments, ensuring work is prioritized and manages to meet contract requirements and exceed customer expectations
• Work with internal business partners to optimize workflow based on contractual and customer TAT commitments in accordance with contract specifications
• Manages and delegates customer order requirements throughout departments to ensure continuous workflow
• Stays on top of clients to make sure they are receiving services that are within their budget and meeting their needs.
• Builds strong sales leads, promotes growth with customers by maintaining strong relationships and leveraging superior support to acquire new business opportunities
• Identify, assess, and resolve customer issues using all available resources, judgement, and tools to deliver a positive solution.
• Use good judgement and discretion when managing and supporting customers when quoting and determining approval thresholds
• Meet customers onsite or be available for travel to customers and trade shows as required
• Establish and maintain a trusting, positive and profitable relationship between the customer(s) and the Company.
• Provide support for other departments with accurate and timely information to ensure customer expectations are met in an effective and professional manner.
• Prepare, review and present estimates, including different pricing options, detailed letters, and reports.
• Other duties as assigned.

MINIMUM REQUIREMENTS:

• Bachelor’s Degree
• 4+ years of relevant/technical work experience OR
• An additional 3 years of specific work experience in lieu of a degree.
• Expert level communication and interpersonal skills
• Proficient using various software, applications, and programs, which include Microsoft Office, Excel, PowerPoint and Word.
• Must be able to work well in teams with others from diverse organizational backgrounds as both a leader and a team player
• Must be able to work independently with minimal guidance.
• Experience with problem solving in a high stress environment
• Demonstrated ability to prioritize and organize/ meet deadlines

PREFERRED REQUIREMENTS:

• Master’s degree
• 7+ years of customer service work experience

• Reputable communicator through writing and oral actions with customers, peers and management.

• Excellent communication, negotiation, and presentation skills
• Quantum Experience

OTHER:

• The selected applicant will be subject to a background check and drug testing.