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Customer Service Manager, Aerospace

Company: Akzo Nobel N.V.
Location: Waukegan
Posted on: September 15, 2020

Job Description:

AkzoNobel has a passion for paint. We're experts in the proud craft of making paints and coatings, setting the standard in color and protection since 1792. Our world class portfolio of brands - including Aerodur, Dulux, International, Sikkens and Interpon - is trusted by customers around the globe. Headquartered in the Netherlands, we are active in over 150 countries and employ around 34,500 talented people who are passionate about delivering the high-performance products and services our customers expect.Job PurposeAkzoNobel Aerospace coatings are used both inside and outside of aircraft around the world, including most major airlines and manufacturers. Our Base Coat / Clear Coat system offers improved durability with a reduced application time, helping to reduce cycle times and get aircraft in and out of the paint shop faster.AkzoNobel is currently seeking a Customer Service Manager, Aerospace to lead a team of customer service professionals. The Customer Service Manager contributes to the execution of sales, expense and profitability targets established by the business within an allocated territory, working with the highest standards of professionalism in business interactions with customers, associated with orders processing, complaints' registration / management and general information requirements.Key Accountabilities* Develops and implements improvements in customer service procedures & systems* Provides training and development for all direct reports as well as continuous flow of information regarding products and customer service-related guidelines* Organizes, coordinates and monitors customer order processing and products distribution (including adherence to adequate standard operating procedures)* Based on collected feedback, creates templates of periodical reports for subordinated unit as well as collects and analyzes results achieved within customer service activity field* Determines and supervises process of registering / archiving of customer service-related documentation* Represents supervised unit during periodical internal / external audits* Closely cooperates with Sales and Operations to maintain consistency in approach towards customer service in the organization* Participates as representative of customer service unit in various customer events and internal business meetings* Manages quality of cooperation between customer service unit and field force regarding administration of customers' orders* Manages resolution of specific concerns of major customers and mobilizes resources guaranteeing their professional handling* Presents and explains content of the reports reflecting performance of the supervised unit to regional / country management* Based on feedback gathered from ERP users, proposes and implements approved improvements in the service & distribution process flow* Monitors effectiveness of the order entry systemand introduces required modifications* Facilitates set up of new customers in both CRM and SAP* Be familiar with all the applicable corporate as well as site policies/procedures with regard to personal conduct and HSE standards and acting in compliance with all applicable regulationsEducation & Experience* Minimum Bachelor's Degree in business management or related field* 5-10 years of work experience in customer services and support preferably in a B2B business sector* Strong proficiency in the use of SAP / Oracle or similar ERP systems* Advanced MS Excel skillset* Aerospace material specification experience, related manufacturing or material management work environment* Skills - Leadership, managerial skills, stakeholder management, communication and presentation, customer service orientation, conflict management, commercial and business acumen, basic understanding of financial concepts related to sales and customer servicesLeadership Behaviors* Guiding team empowerment* Performance leadership* Organizational leadership* Personal leadershipAkzoNobel is an equal opportunity employer. In accordance with applicable laws, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law.#LI-TB31

Keywords: Akzo Nobel N.V., Waukegan , Customer Service Manager, Aerospace, Hospitality & Tourism , Waukegan, Illinois

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