Job Description

Customer Service Senior Manager

At Curtiss Wright we handle the engineering and production of a wide range of products and systems for the Aerospace and Defence sectors, dedicated to delivering innovative solutions to our valued customers. We are seeking a highly skilled and experienced Customer Service Senior Manager to join our team. As part of our commitment to excellence, you will play a crucial role in ensuring exceptional customer service and satisfaction. If you have a proven track record in customer service leadership and a passion for delivering top-notch experiences, we invite you to apply.

Location: Bournemouth, UK

Your Challenge:

• Customer Service Excellence: Lead and manage the customer service team to deliver exceptional customer experiences and satisfaction.
• Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
• Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
• Strategic Leadership: Develop and implement customer service strategies and initiatives to meet business objectives and drive customer loyalty.
• Team Management: Provide guidance, coaching, and mentorship to the customer service team, fostering a positive and high-performing work environment.
• Process Improvement: Identify opportunities to streamline and enhance customer service processes, ensuring efficient and effective operations.
• Customer Interaction: Handle escalated customer inquiries and concerns, ensuring timely resolution and maintaining a high level of professionalism.
• Cross-Functional Collaboration: Collaborate with other departments, including sales, marketing, and operations, to ensure alignment and a seamless customer experience.
• Performance Metrics: Establish key performance indicators (KPIs) for the customer service team and monitor performance to meet or exceed targets.

Your Expertise:

• Proven experience in a senior customer service management role, preferably in the [industry or sector] industry.
• Strong leadership and people management skills, with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills to effectively engage with customers and internal stakeholders.
• Strategic thinker with the ability to develop and implement customer service strategies.
• Problem-solving skills and the ability to handle escalated customer issues with professionalism.
• Familiarity with CRM software and customer service platforms.
• Proficiency in MS Office Word and Excel.
• High attention to detail and a commitment to delivering exceptional customer experiences.

Benefits:

We invest in the development, recruitment, and retention of critical skills as part of our business success model. We offer a competitive salary, a comprehensive benefits package including medical and prescription drug coverage, dental benefits, life and disability insurance, pension scheme, tuition reimbursement, and paid vacation/holidays.

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No unsolicited agency submittals please. Agency partners must be invited to participate in a search by our and have signed terms in place prior to any submittal. Resumes submitted directly to any Curtiss-Wright employee or affiliate will not qualify for fee payment, and therefore become the property of Curtiss-Wright.

Compliance Statement

This position may require exposure to export-controlled information and subject to additional security screening. In the event information provided during the security screening reveals ineligibility to access export-controlled information, any offer of employment may be reconsidered or withdrawn.

Curtiss-Wright values diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact and we will make all reasonable efforts to accommodate your request.

Curtiss-Wright