CUSTOMER SERVICE & LOGISTICS DIRECTOR

LISI AEROSPACE is ranked 60th in the global aerospace value chain and specializes in the design and manufacture of high-tech metal components to enhance aircraft safety and performance. Active since 1950 in the fastener market (no. 3 worldwide), LISI AEROSPACE has been a recognized player in metal components for aircraft engines and airframes since 2011. With its dedication to industrial excellence, LISI AEROSPACE aims to become a leader in costs, quality, deadlines and workplace safety. This mindset is represented at every level of our company and by all of our team members. At LISI AEROSPACE, we focus above all on advancement and flexibility. Every employee is empowered and has the latitude they need to carry out their assignments and develop their skills. We provide this mobility and training through our Corporate University, the LISI Knowledge Institute (LKI). As a result, our company is growing fast and always welcoming new talents.


SUMMARY
Directs and manages the logistics platform and customer service operations for LISI
Aerospace, North America and LNA. Responsible for overall direction, coordination, and evaluation of the customer-facing commercial operations including quotation management, inside sales, order processing, and customer service, while simultaneously managing the North America logistics network encompassing shipment flows, safety inventory management, customer interface, demand forecasting, and tracking of customer satisfaction KPIs.
This integrated role ensures seamless customer experience from initial quote through order fulfillment and delivery, implementing business strategies that result in customer satisfaction while optimizing logistics efficiency across multiple NAM facilities. Coordinates global sales projects, provides feedback and analysis on quotes, supports management vision, and drives positive communication and support throughout the commercial and logistics operations.


ESSENTIAL DUTIES AND RESPONSIBILITIES
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Other duties may be assigned. Reasonable accommodation for disabilities may be made for one or more of the following:
CUSTOMER SERVICE & INSIDE SALES OPERATIONS
Quotation & Order Management:
• Develop timely winning quotation strategies
• Determine RFQ priorities and policies
• Establish cost and list price matrices to deliver consistent and timely customer quotations
• Develop strong relationships to increase communication and productivity
• Manage existing processes and compliance, follows company internal guidelines
• Increase conversion rates and sales while proactively streamlining procedures to meet or exceed customer demand
• Oversee and lead day-to-day Customer Service department operations
• Ensure customer inquiries are responded to in a timely and accurate manner by coordinating and managing communications and projects with all LISI Aerospace facilities
Team Leadership & Development:
• Support the customer service team with challenging customer interactions, positive communication, strong leadership and learning opportunities
• Establish accountability requirements for Customer Service Representatives
• Perform personnel functions including maintaining attendance records, advising employees on company policy, hiring, termination, and performance evaluation
• Engage Customer Service team to embrace Continuous Improvement and Self-Assessment
• Provide regular status updates to CSR team
Customer Experience & Growth:
• Improve customer service experience, create engaged customers and facilitate organic growth
• Ability to manage product line quotation and pricing structure quotes
• Support and implement corporate processes, procedures and policies
• Maintain an orderly workflow according to priorities
• Sets a clear mission and deploys strategies toward the mission
NORTH AMERICA LOGISTICS PLATFORM MANAGEMENT
Inventory & Flow Management:
• Monitor shipment flows from plants for North American customers
• Manage safety inventories for the North American customers and coordinate with plants if inventories are below required/agreed levels
• Procure relevant quantities from European and Canadian plants and manage the safety inventories built with these procurements
• Communicate with North American plants shipment notices to ensure service level agreements are met (e.g., Min-Max compliance)
Forecasting & Planning:
• Analyze customer forecast data to build consistent forecasts for the plants
• Lead projects with plant management to improve KPIs (i.e., safety stocks, lot quantities, etc.)
• Design, implement and manage the adequate tools to efficiently drive the flows and update the KPIs

Customer Interface & KPI Management:
• Establish and track agreed upon KPIs (Key Perfor