Customer Service Manager Job in Mather 95655, California US
General Purpose/ Summary of the Position
The Manager of Quality and Customer Service will provide customer service and business management to assist the Director of Operations of an aviation shuttle program.
In coordination with the Director of Operations, Corporate Office and Finance group, assists with the preparation, analysis, distribution and presentation of various projects, business measures and financial reports. Follows up inquiries and acts as a liaison to customer and vendors in this arena.
Essential Duties and Responsibilities
· Advising customer of all Customer Service and general business matters related to customer’s fleet
· Management of all Gate Agent and Customer Service personnel
· Coordinating the oversight of Ground Transportation services provided by customer
· This individual will also be required to attend regular (weekly) meetings led by customer designed to discuss customer service and other business initiatives
· Monitoring vendor agreements and/or contracts
· Executing Customer Satisfaction surveys based on the direction of customer
· Developing Customer Service goals, objectives, and action plans
· Coordination with customer to drive cross-functional special projects as requested
· As supported by ADI Finance group, prepare/present financial analysis of business related issues by providing statistical information, budget related preparation and reconciliation, and solution recommendations.
· In coordination with Director of Operations and Finance group, manages general business needs of the operation
· In coordination with the Finance group, responsible for the content delivery of business and financial reports due to customer and management on a routine basis. Develops/delivers clear and concise documentation.
· In coordination with the Finance group, responsible for the procedures for collecting data for reports
· Coordinates with the customer to drive cross-functional special projects as necessary
· Business Management
o Liaison with Corporate Office, Finance group and customer
o In coordination with the Finance group, responsible for managing billings to customer as assisted by management
o In coordination with the Finance group, responsible for managing processing of vendor invoices as assisted by management
o Responsible to ensure that all HR policies procedures are followed by ASG as assisted by Corporate HR and management
· Makes presentations to customer and management, including discussions on pertinent issues
· Manages the Ground Support Equipment at all stations
· Manages or facilitates special projects as assigned by the Director of Operations
Skills and Abilities Required
· Leadership – The ability to take charge, make decisions and follow through. Manage personal and team tasks. Must be able to work autonomously and make independent judgments as needed.
· Process mapping – The ability to assess processes and build a structure or restructure an entire process. Also, the ability to analyze customer needs, incorporate internal business parameters, create corresponding policies, and design and implement processes.
· Project management – The ability to evaluate project requirements, structure build a project plan. Assign tasks, hold team accountable assess progress.
· Data Analysis – Understanding how data is collected stored through processes. The ability to build spreadsheets using MS Excel data evaluation that produces the desired information.
· Relationship Building - Proven track record in planning, communicating and establishing positive working relationships across multiple organizations and functional disciplines.
· Solutions Generation - Must be able to assess situation or business need, determine what information/potential actions are necessary, independently collect required information or obtain required resources, and execute the deliverable that meets the customer’s and internal management’s business need or situation.
· Computer Software – Intermediate skills in MS Excel, PowerPoint MS Outlook and MS Word required.
Education and Experience Required:
· Bachelor’s degree in business, management, finance or related field or equivalent experience
· Minimum of 5 years of customer service or business management experience
· Knowledge of aviation industry, including aircraft systems, and Federal Aviation Regulations preferred
· Proven track record of ability to plan, communicate, and establish a positive working relationship across multiple organizations and functional disciplines
· Previous experience managing project teams or staff in a service related business preferred
· Previous experience in designing processes and continuous improvement helpful
Please include salary requirements with resume
ADI Shuttle Group is an equal opportunity employer.