Power Americas Customer Service Center Manager (Oe/Mro)

Primary Function: Coordinate across functional disciplines to achieve customer satisfaction (OE,Spares,MRO). Manage performance against customer requirements in accordance with contract obligations, terms and conditions. Ensure timely and effective customer communications internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery expectations. Develop and maintain relationships that foster additional growth opportunities and up-sell products as an extension of the sales force. Lead Customer Service Reps in daily operations per company policy and procedures. The CSC Manager will also be in charge of helping to the standardization of processes thru the different CSC. The CSC manager reports directly to Kossi DJADJAGLO, Power Americas CEO and dotted line to Oliver Hebrard De Verinas, Customer service director.

Essential Job Functions:

• Lead and Develop a Customer Service team capable of providing one to one dedicated customer service relationships to contribute to customer satisfaction and enable the business to maximize all future business opportunities. Ensure the effective order management across the complete range of products and services (OE, Spares, MRO )

• Functions as liaison to for all customer service representatives in SRQ ensure customer inquiries are managed to the required TAT. 1 hr. 1st response and 24 hr. resolution

• Represents the voice of the customer: Provide high level customer support for issues that relate to production. Facilitates customer visits, Audits, Rate readiness reviews and other activities that require coordination with or across all value streams

• Monitor and ensure the demand plans are loaded by utilizing historical data, and sales projections / customer forecasts from cross-functional teams and highlight risks and opportunities

• Monitors the review of all incoming orders for customer requirements to ensure that the Customer Service Representative (i.e., Order Administration) is processing orders per negotiated requirements including importing and exporting requirements.

• Manage with Finance the first level overdue process, through customer contact and escalate where necessary in a timely manner with the CSM team, in order to contribute to the achievement of overdue reduction targets.

• Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer in anticipation of customers' needs.

• Provide and effective interface with the Product Support Management team and the Customer to resolve technical issues relating to parts interchangeability or MRO activity with regards to Operator in service product returns.

• Monitors order entry and and ensure quote entry are following the process and operating correctly and efficiently. Provide monthly updates (KPI's) on the health of the order to cash and quote deliver to customer on time. (OE TAT, QE TAT)