Customer Service

Role and Responsibilities

We are looking for:

As the Customer Service Team Leader co-responsible for the Wrexham, UK. European Hub, you will lead the team ensuring day-to-day operational execution of the Sales processes, managing a team of Customer Service/Order Management Representative.  You will work with the other CS Hub Leads as the Customer Service Global Manager to identify and implement improvements in daily operational processes. It will be your responsibility to work through the team with management support to deliver customer satisfaction. Also in conjunction with the Global CS Manager, you will prepare and lead the review of Service performance with the business line leaders within the zone.

We count on you for:

Managing the day-to-day activities of a team of approximately 10 Customer Service Representatives (CSRs) and ensuring the members are appropriately trained.

Ensuring customer satisfaction and effective delivery of service to all levels of internal and external customers as well as the continuity of business.

Internal and external customer engagement is a must to help understand the expectations of the business and the role of each contributor

Owning specific aspects of Continuous Improvement and other projects as defined by supply chain strategies to solve complex situations

Leading service reviews quarterly and metric analytics

Working in the office 3 days a week (minimum) with 2 days offered remotely with the understanding that some events may require you to be in the office all week.

You can count on us for:

This role offers a unique opportunity for the candidate to be the key point of contact for the monthly revenue recognition/sales process. It gives the candidates the opportunity to develop their skills by providing a contact and escalation point for day-to-day issues for the team and for the stakeholder's business. Additionally, you will be able to engage in specific Continuous Improvement Projects as the need dictates and also drive continuous improvement topics within the team and its operations.

Experience and Skills

You will bring:

2 to 4 years experience in a similar role - Education to a degree level preferred

Confirmed supervisory and people management experience Customer and order management experience

Working with ITAR materials and documentation may be required

Essential Skills

Excellent communication, coordination, initiative, and collaboration skills Acute customer centricity

Ability to manage projects

Microsoft Excel / Google Suite proficiency

2-4 years SAP and SalesForce knowledge is a plus 2 years Aerospace quality experience is a plus

What We Offer

The UK base salary range reasonably expected to be paid for this position is 45.200 – 56,500 GPB per year. Since actual compensation packages are based on a variety of factors unique to each candidate, we may ultimately pay more or less than the posted base salary range. Total compensation for this role also includes bonus and/or other incentives.

Excellent benefits package – 16, or more, weeks of maternity/paternity and co-parenting leave, according to local regulations.

Free language courses (24 languages available through our training platform)

Training platform for all employees

Additional Local Benefits