Supervisor of Customer Service Sales & Administration

Description

Position Summary:

The Supervisor of Customer Service Sales & Administration is responsible for coordinating and scheduling spare part deliveries, Mod Kit deliveries and warranty deliveries to all RECARO’s customers. Furthermore it is his / her responsibility to coordinate all spares administration related duties such as KPI reports, Spares calculation, issuance of RMA’s and credit notes, AOG services etc. Additional the Role is managing the relationships to customers that are specific to the after-market business.

Essential Duties and Responsibilities (include the following, other duties may be assigned):

• Manage the team of spares administrators.
• Responsible for active sales SPRINT seats into the aircraft transition market.
• Building managing relationship with aircraft lessors and after-market parts distributors or other potential customers.
• Supporting the Senior Manager Spares & Repairs with sales campaigns and spares pricing terms.
• Supervise consistent on-time delivery of spare parts, mod kits and warranty parts per customer purchase orders / RECARO standard lead times.
• Ensure the annual revenue goal will be met
• Issue KPI reports such as revenue report, delivery performance report, profitability report, book to bill ratio report, backlog report, etc.
• Calculate Spares Part Pricing
• Manage the process for Recommended Spare Parts Lists (RSPLs)
• Evaluate customer’s RMA requests, issue RMA's (in agreement with Spares Manager) and maintain the RMA Log
• Issue credit notes in agreement with the Technical Support Department (Technical Support Program Managers) and the Manager Spares
• Ensure to keep the spares backlog at the lowest level possible. Identify critical backlog items and get them cleared out in a timely manner.
• Communicate regularly and effectively with Spares Operation Team to ensure optimum delivery performance and support to RECARO’s customers.
• Responsible for interviewing, hiring and disciplining Spares Coordinators in coordination with the Spares Manager
• Coordinate with other departments like Quality, Logistics and Purchasing to ensure that material flow is on time
• Interaction with customers (email, phone) and customer visits on a regular basis in coordination with the responsible Technical Support Program Manager and the Sr. Manager Spares & Repairs.
• Coordinate a 24/7/365 AOG service
• Maintain records of spares performance, training, efficiency and attendance. Evaluate coordinator performance and make recommendations for improvement to the Spares Manager
• Ensure company guidelines and safety policies are followed
• Support company safety initiatives
• Participate in special projects as required.

Requirements

• Bachelor’s degree in Supply Chain Management, Business Admin, or in related field preferred; or 4+ years of Customer Service / Sales / After Sales Service / Spares experience,
• The position requires a basic understanding of aircraft seat parts, 
• The position requires a basic understanding of SAP and CDB,
• Excellent oral and written communication skills required due to supervisory role and interface to other internal departments,
• Strong leadership skills,
• Ability to organize teams to effectively accomplish organizational goals,
• Ability to independently plan and prioritize tasks,
• Strong multi-tasking skills; ability to perform well under pressure in a fast pace environment,
• Ability to solve problems with little or no guidance, along with the ability to make decisions quickly with limited information,
• Must be able to work a flexible schedule,
• Excellent interpersonal skills.