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Customer Service Manager

Job Details

FORT WORTH, TX
Customer Service

Description

Job Description: Customer Service Manager

 

TES is a prominent industry leader in providing exceptional support and services to business aviation customers around the globe, with a focus on Engines & APUs and exclusive OEM Parts distribution agreements. As a trusted business aviation partner our passionate and dedicated employees deliver innovative and creative solutions committed to maximizing aircraft availability and exceptional experiences.

This position is fully on-site Monday-Friday.

Position Overview

We are seeking a dynamic and experienced Customer Service Manager to lead and elevate our customer service operations in the Dallas Ft Worth area. The successful candidate will play a pivotal role in ensuring exceptional customer experiences, managing a team of customer service representatives, and driving operational excellence. The role requires a deep

understanding of Salesforce and preferably Quantum ERP systems, as well as a proven track record of achieving results in a fast-paced and customer-centric environment.

Key Responsibilities

  • Lead, mentor, and inspire a team of customer service representatives to achieve performance targets and deliver outstanding customer satisfaction.
  • Oversee day-to-day customer service operations, ensuring efficient handling of inquiries, orders, and issue resolution.
  • Collaborate with cross-functional teams to optimize processes and enhance the overall customer journey.
  • Utilize Salesforce and Quantum ERP systems to manage customer interactions, track orders, and monitor service levels.
  • Develop and implement strategies to improve customer engagement, loyalty, and retention.
  • Analyze performance metrics and generate reports to assess team and individual performance, identify trends, and implement continuous improvement initiatives.
  • Gathering and analyzing customer feedback to identify trends and areas for improvement.  At times, presenting insights to senior management.
  • Act as a point of escalation for complex customer issues, providing timely and effective solutions.
  • Foster a culture of excellence, professionalism, and teamwork within the customer service department.
  • Maintaining positive relationships with key customers and building loyalty.

 

 

Qualifications

Qualifications

  • Bachelor’s degree in Business, Management, or a related field, or 5-8 years of experience in lieu of degree.
  • Proven experience in customer service management, ideally within the aviation or aerospace industry
  • Proficiency in Salesforce and preferably Quantum ERP systems.
  • Strong leadership and team management skills, with a history of motivating and developing high-performing teams.
  • Exceptional organizational and time-management abilities, with a focus on driving results and meeting deadlines.
  • Excellent communication and interpersonal skills, with the ability to collaborate across departments and engage effectively with customers.
  • Analytical mindset, capable of using data-driven insights to optimize processes and enhance performance.
  • Adaptability to a fast-paced and evolving industry landscape.
  • Motivated, highly organized and detail-oriented.
  • General understanding of customer payment terms and accounts receivables.
  • Demonstrated problem-solving skills, project management, and a customer-centric approach.
  • Previous experience with Bombardier platforms or Business Aviation platforms is a plus.

Location

Dallas Ft Worth, with potential travel as required for customer events and visits.

Join Our Team

If you are a dedicated, results-driven individual with a passion for delivering exceptional customer experiences and leading a high-performing team, we invite you to apply for the Customer Service Manager position at TES. Join us in shaping the future of TES.

To apply, please submit your resume and a cover letter outlining your relevant experience and qualifications to Cindy.Wheeler@tesservice.com     .

 

 

TES is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, transgender status, genetic information, status as a protected veteran, and basis of disability status or any other federal, state, or local protected class.

 

Apply Now

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