Senior Manager of Customer Service

Established in 1969, TAT Technologies (“TAT”) is a fast-growing profitable provider of aerospace thermal management, power and actuation products and repair services.  TAT is a strategic global partner to leading players in the aerospace industry and specializes in providing innovative commercial, defense, OEM and repair/overhaul solutions.  Our experience, flexibility, and commitment to meeting customer’s requirements have positioned us to be a trusted partner to some of the world’s leading aircraft manufacturers, OEM’s, airlines, MRO’s, air forces and defense organizations.  TAT employs more than 600 employees’ worldwide, with facilities in the US and Israel.

TAT Technologies Tulsa Site is recognized as a world leader in the Aerospace Industry. As the premier choice for Heat Transfer manufacturing and MRO, we provide high value alternatives to Commercial, Regional, and Rotary Aircraft customers worldwide. TAT Technologies Tulsa Site is also a premier in the Defense Industry and a preferred choice for Heat Transfer new manufacturing and MRO offering value solutions for our Military customers globally. 

We are seeking a dynamic, results-oriented Senior Manager of Customer Service to lead and optimize our customer support operations. The ideal candidate will have a proven track record in customer service leadership, strategic thinking, and team development. This role is crucial for ensuring an exceptional customer experience across all touchpoints and leading a team of customer service professionals to meet and exceed service targets.

As Senior Manager of Customer Service, you will be responsible for overseeing the day-to-day operations of the customer service department, managing team performance, developing strategies to improve customer satisfaction, and collaborating with other departments to resolve complex issues. You will also be expected to drive initiatives for continuous improvement and help build a customer-centric culture within the organization.

Requirements

Main Responsibilities

• Leadership & Team Management:
• Lead, mentor, and develop a team of customer service supervisors and representatives to ensure high performance, engagement, and professional growth.
• Create a positive, results-driven culture, fostering open communication and collaboration across the team.
• Monitor team performance and provide coaching, feedback, and performance reviews to achieve KPIs and service level agreements (SLAs).
• Customer Service Strategy:
• Develop and implement strategies for improving customer satisfaction and loyalty, including feedback loops, resolution protocols, and customer advocacy programs.
• Identify trends, emerging customer issues, and potential areas for operational improvement.
• Collaborate with the leadership team to align customer service objectives with overall company goals.
• Align the team to the TAT CARE culture.
• Operational Excellence:
• Ensure that the customer service department meets or exceeds established performance metrics, such as first response time, resolution time, and customer satisfaction scores.
• Monitor and manage daily operations, including call volume, staffing levels, and workload distribution to ensure efficient service delivery.
• Leverage technology and automation tools to improve service efficiency and streamline customer interactions.
• Continuous Improvement:
• Drive initiatives to improve customer service processes, policies, and procedures based on customer feedback, data analysis, and industry best practices.
• Champion the adoption of new tools and technologies that enhance the customer experience.
• Proactively identify and address areas of concern or improvement within the customer service team.
• Cross-Department Collaboration:
• Work closely with Sales, Marketing, Product, and other departments to address customer feedback, product issues, and service improvements.
• Coordinate with the training and quality assurance teams to ensure staff is equipped with the right knowledge and tools to succeed.
• Reporting & Analysis:
• Regularly analyze and report on key customer service metrics, trends, and performance to leadership.
• Use data-driven insights to inform decision-making and highlight areas for operational improvements.

Professional Experience / Qualifications

• Education:
• Bachelor’s degree in Business Administration, Communications, or related field (preferred). Equivalent experience may be considered.
• Certifications:
• PMP certification preferred.
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