Introduction to blithequark
At blithequark, we are passionate about delivering exceptional customer experiences and driving business growth through our innovative products and services. As a leading player in the aerospace and manufacturing industry, we are committed to excellence in everything we do. Our team is dedicated to providing top-notch support to our customers, and we are now seeking an experienced Customer Service Leader to join our ranks. If you have a proven track record of success in customer-facing leadership roles and a passion for delivering outstanding service, we want to hear from you.
Job Overview
As our ideal candidate, you will serve as the Customer Service leader for all blithequark sites, CRO & OEM, developing and deploying Customer Service processes globally to provide periodic performance updates to customers. You will oversee the review and analysis of customer schedule changes, escalate issues promptly, and monitor and report on customer satisfaction. Your exceptional interpersonal and service recovery skills, combined with your ability to maintain composure under pressure, will make you a valuable asset to our team.
Core Responsibilities:
- Serve as the Customer Service leader for all blithequark sites, CRO & OEM, providing strategic direction and guidance to ensure exceptional customer experiences.
- Develop and deploy Customer Service processes for sites globally, including periodic performance updates to customers, backlog review, order entry, and customer scorecard management.
- Oversee the review and analysis of customer schedule changes to understand the impact on sales plans and operations, coordinating and submitting pricing changes as required.
- Escalate issues from site Customer Service and Contracts teams to commercial leadership and general management as needed, ensuring prompt resolution and minimal disruption to customers.
- Monitor and report on customer satisfaction with the Global S&C Team, participating in escalated customer visits, site visits/audits, and other activities as needed to ensure customer needs are met.
- Support each site’s Division Export Compliance Administrators (DECA) to maintain documented processes, provide training, and ensure export compliance issues are addressed during the quoting process for customers.
Qualifications and Skills
To be successful in this role, you will need to possess a unique blend of customer-facing leadership experience, interpersonal skills, and technical knowledge. The following qualifications and skills are essential:
Essential Qualifications:
- 3-5 years of experience in a customer-facing leadership role in the aerospace or high-quality manufacturing industry (Repair or OEM), with a proven track record of success in delivering exceptional customer experiences.
- Excellent interpersonal and service recovery skills, with the ability to maintain composure during high-stress or conflict situations, demonstrating empathy and professional persistence.
- Excellent customer relationship management skills, with the ability to build trust and maintain positive relationships through timely updates and professional communication, even under pressure.
- Strong problem-solving and escalation management skills, with the ability to quickly identify root causes of issues and engage appropriate teams to resolve them.
- Strong cross-functional collaboration skills, with the ability to work effectively with operations, quality, engineering, and commercial teams to align responses to customer needs.
Preferred Qualifications:
- Knowledge of ERP/CRM systems (e.g., SAP, SFDC) and experience with delivery metrics, quality trends, and customer scorecards to drive continuous improvement.
- Basic understanding of commercial agreements to ensure order compliance and facilitate contract closeout activities.
- Bachelor’s degree preferred; relevant experience acceptable in lieu.
Career Growth and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Customer Service Leader, you will have access to a range of training and development opportunities, including:
- Comprehensive onboarding program to ensure a smooth transition into your new role.
- Ongoing training and development opportunities to enhance your skills and knowledge.
- Coaching and mentoring from experienced leaders to support your career growth.
- Opportunities to work on high-visibility projects and contribute to the development of new products and services.
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and inclusive work environment. Our team is passionate about delivering exceptional customer experiences, and we are committed to making a positive impact on our communities. As a Customer Service Leader, you will be part of a dynamic and supportive team, with access to a range of benefits, including:
- Competitive salary and benefits package.
- Opportunities for career growth and development.
- Comprehensive health and wellness programs.
- Recognition and reward programs to acknowledge your contributions.
Compensation, Perks, and Benefits
At blithequark, we offer a comprehensive compensation and benefits package, including:
- Competitive salary and bonus structure.
- Comprehensive health and wellness programs, including medical, dental, and vision coverage.
- 401(k) matching program to support your retirement goals.
- Paid time off and holidays to ensure a healthy work-life balance.
- Opportunities for career growth and development, including training and education programs.
Conclusion
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Service Leader at blithequark, you will have the chance to make a real difference in the lives of our customers, while developing your skills and advancing your career. Don’t miss out on this opportunity to join our dynamic team and contribute to our mission of delivering exceptional customer experiences. Apply now to take the first step towards an exciting and rewarding career with blithequark.
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