Customer Support Lead - Aerospace

**This position will be a hybrid commuting position. Predominantly, the Customer Support Lead will work from a home office. However, there will occasions when the CSL will need to report to the main office, at times at short notice, and potentially work from there for extended periods of time. The office is located in Byron, GA. Therefore, the CSL will need to live in, or be willing to relocate to, at one's own expense, a community within commuting distance of the main office.

The Customer Support Lead will oversee and manage a team of Customer Support Specialists  designed to provide and maintain customer service and communication with foreign end users, Director Commercial Sales (DCS) customers, and United States Department of Defense (USDOD) personnel. Monitor individual and department performance and provide instruction, as necessary, to ensure each team member follows company policies, adheres to established processes and procedures, operates within contractual obligations, strives to meet or surpass performance metrics, and carries out all assigned duties and responsibilities with the highest standard of quality. Coordinate and manage various activities associated with customer service initiatives related to the sourcing of equipment and repair services using a comprehensive understanding of Logistics and Supply Chain Services and interdepartmental processes.  Communicate with customers and vendors to obtain order specific information. Address and respond to issues in an expeditious, customer-oriented manner. 

• Generate routine and on-demand statistical and narrative reports for customers, contracts, or programs.
• Review and evaluate department performance data to determine contractual compliance; identify and build upon areas of success; pinpoint areas of need and develop and implement strategies to strengthen those areas.
• Serve as department representative in monthly senior management meetings, customer account out briefs, and various virtual or teleconference meetings.
• Compile, research, organize, and analyze statistical data. Design charts, graphs, and diagrams to create slide show presentations to illustrate department metrics and objectives, customer portfolio status, or overall program performance.
• Host customer program management reviews; prepare and present customer volume status reports; record minutes and action items; present minutes for review/approval; track progress and follow-up on action items.
• Monitor Quantum customer accounts for proper functionality; report issues to points of contact; and follow up with team members, as applicable.
• Sources material and service requirements according to customer terms and conditions with respective distributor, service provider, and manufacturer. 
• Receives customer purchase orders, reviews for correctness, and records in Quantum. 
• Provides customer service support, response and tracking for problem areas with respect to delivery, packaging, product conditions, customer returns or other terms and conditions.
• Reviews, processes, and tracks customer orders through entire lifecycle from initial quoting to delivery and follow-on support.
• Maintains strong customer relations through appropriate face to face, oral & written communications.
• Coordinates activities among internal company functions, including Sales, Finance, and Quality Assurance, to ensure customer interests are continually represented and balanced with company requirements.
• Prepares quotations and proposals in support of new and follow-on business.
• Reviews for acceptance/rejection the customer's contractual terms and conditions and negotiates minor changes in contracts.
• Compiles and analyzes data and prepares recurring reports regarding industry trends, current market share, and received customer feedback.
• Issues purchase requisitions purchasing and coordinates purchases or subcontracts with Procurement department. 
• Initiate and maintain proactive communications with regional sales representatives or consultants, support personnel, and assigned customers.
• Maintains thorough, up-to-date knowledge of current contractual requirements set forth in the customer purchase orders and internal processes and procedures.

Quality Management:

• Create, update, and maintain current department processes and procedures in support of ISO certification and Quality Management System.

Supervisory responsibilities

• Provide daily direction and guidance to Customer Service Representatives for execution of duties to ensure contract standards are maintained. 
• Recruit, interview, hire, and train new staff. 
• Manage Customer Service Representatives workflow (assign customer base, designate specific department responsibilities, delegate specific tasks) and monitor for efficacy; r