The Manager, Commercial Operations, generally reports to the Director, Commercial Operations or Aftermarket and Service. The Manager is responsible for establishing site or functional level customer service policies and operating procedures for managing Aftermarket Sales business administration process.
Plan and orchestrate strategic sales administration requirements for the Aftermarket Sales structure. This is a commercial position with the primary requirement to lead and execute all customer service functions for Aftermarket sales at assigned sites.
Develop and implement standard commercial support processes to the benefit of both the company and customers using Lean tools and methodologies to maximum performance and response.
Lead Customer Support Representatives in the administration of customer orders and related customer service functions including customer call administration, order entry, quotation support, customer approvals, export license coordination, invoicing, and receivables management.
Support, and lead as necessary, the Proposal Management process for Aftermarket sales opportunities. Specific responsibilities include executing to site specific proposal development/quotation processes to ensure timely issuance of customer quotations.
Ensure compliance with functional review and approval requirements.
Support the Sales, Inventory & Operations (SIOP) and BTO/Demand Planning processes through gathering and presentation of aftermarket product and service forecasts.
May determine the sales processes required to maintain data related to customer terms & conditions, pricing, delivery requirements, and other customer unique requirements related to aftermarket products and services for assigned sites.
May identify system requirements for data storage and analysis of field observation, customer trends, pricing, etc. within SMS.
May serve as the IT Process Owner for Customer Service and related support. Responsible for review, approval and prioritization of the IT development project requests for e-Business Customer Care, Order Entry Modules, Customer EDI, and Business Objects.
Strong knowledge of Customer Service processes and related responsibilities.
Ability to effectively partner with sales and marketing to ensure appropriate service strategy and pricing of OEM sales opportunities.
Strong knowledge of the Woodward BTO/Lean process with particular emphasis on the demand planning/forecasting and customer engagement processes for aftermarket products and services.
Strong financial knowledge on the commercial principles of new quotation development, contract review, cost, pricing, volume discounts, payment and/or collections.
Understanding of the customers and products for commercial OEM or government aftermarket market segments.
Solid knowledge of the Business Operating system (WISE, SMS or equivalent).
Solid supervision skills including staff development and succession planning.
Demonstrates a strong customer focus.
Excellent communication skills both oral and written.
Strong ability to influence outcomes.
Ability to plan, organize and manage sizable workload.
Ability to resolve complex issues without detailed instructions or procedural guidelines.
Education or Formal Training
BS/BA in Business Administration or related education required.
Six Sigma or Lean certification required (training and application).
Minimum of 5 years experience in Sales, Commercial Operations, or Customer Service
2 years experience in a leadership role
Materials and Equipment Used
General office equipment
Data archiving systems
WISE and SMS operating systems
Working Environment/ Physical Activities
Travel required both domestic and international as business needs require
Woodward is an independent designer, manufacturer, and service provider of control solutions for the aerospace and energy markets. Our aerospace systems and components optimize the performance of fixed wing and rotorcraft platforms in commercial, business and military aircraft, ground vehicles and other equipment. Our energy-related systems and components enhance the performance of industrial gas and steam turbines, reciprocating engines, compressors, wind turbines, electrical grids and other energy-related industrial equipment. The company's innovative fluid energy, combustion control, electrical energy, and motion control systems help customers offer cleaner, more reliable and more efficient equipment. Our customers include leading original equipment manufacturers and end users of their products.
Woodward is an Equal Opportunity Employer