A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Your expertise will directly contribute to the safety and efficiency of our operations.
Growth Opportunities:
We support your professional development and offer opportunities for advancement.
Collaborative Environment:
Work with a team of dedicated professionals who are passionate about aviation. Minimum two (2) years of Customer Service or, in a fast-paced environment. Minimum two (2) years of experience Business Aviation or product support Familiar with SAP Intermediate knowledge of Microsoft Office. Thorough knowledge of DFJ product support or equivalent operation Communicate effectively and professionally with internal and external customers Capable of working effectively as part of a team. Ability to make decisions that balance customer needs with achieving Spares' established goals. Excellent written and verbal communication skills. Excellent listening skills. Exceptional organizational and follow-up skills. Required to work rotating shifts.
PRINCIPAL DUTIES/RESPONSIBILITIES
(ESSENTIAL
FUNCTIONS
) Respond to customer inquiries via phone, email, and other channels promptly and professionally. Process customer orders accurately and efficiently, ensuring data integrity and timely system entry. Follow up on open quotes and orders. Handle a daily quota of customer calls and emails. Monitor and follow up on backorders, providing proactive updates on order status, delivery timelines, and tracking information. Ensure timely receipt of customer due-ins. Collaborate with internal teams to address order or account-related issues. Maintain compliance with company policies and procedures during all customer interactions. Create credit and debit invoices when required Perform trade compliance checks on international orders to ensure adherence to regulatory requirements and company policies. Provide coverage for Spares Point of Contact team when necessary. Update and maintain accurate customer account information. Inform customers about Spares Special Programs Provide customers with airworthiness documentation as required. Identify and recommend process improvements to enhance customer experience and operational efficiency. Assist customers in obtaining information from other DFJ departments or vendors. Provide off-hour telephone coverage as needed. Perform additional duties assigned to meet business objectives.
NON-PRINCIPAL DUTIES/RESPONSIBILITIES
(NON-ESSENTIAL
FUNCTIONS
): Attend trade shows. Attend meetings with customers.
ADDITIONAL DESIRED QUALIFICATIONS
Technical knowledge of Falcon aircraft Working knowledge of SAP or CRM applications College degree preferred. Previous customer service experience in the aviation industry. Valid driver's license.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
Office environment, which will include the use of personal computers and copy machines. Ability to lift a minimum of 30 pounds. Ability to travel required. Heavy customer correspondence. Ability to work varied shifts. Some weekend and overnight coverage, as needed Some weekends and overnight coverage.
COMPENSATION AND BENEFITS
The compensation for this position typically falls between $65,000 and $75,000 per year. This position is or is not eligible for overtime.
Note:
the final compensation offered to a successful candidate will depend on several factors that may include but are not limited to the type and years of relevant experience, Falcon-specific experience, relevant education/certifications, geographic location, and shift. Our total compensation package also offers comprehensive healthcare coverage (Medical/Prescription, Dental, Vision), HSA and FSA options, 401k Plan with Company Match, Life Insurance, Disability Benefits, Supplemental Insurance, Group Legal, Paid Time Off, Tuition Reimbursement, Employee Discounts and much more. We are committed to finding the best, brightest and most dedicated individuals in the aviation industry. Our employees are the key to our success. Soar with us. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
