Customer Service Manager
Apply NowCompany: Astronics
Location: Waukegan, IL 60085
Description:
Astronics Subsidiary
Astronics CSC
Location
Waukegan, IL
Description
Astronics Connectivity Systems and Certification (formerly Telefonix PDT and Astronics Armstrong Aerospace) serves as the experienced, global market leader for in-flight entertainment and connectivity (IFEC) solutions for aircraft. As a systems certification provider, Astronics CSC has worked on over 100 projects for industry partners to upgrade commercial and business aircraft with new passenger power systems, IFEC navigation, communication and flight safety systems. Additionally, Astronics CSC offers proven IFEC hardware systems, flexible design platforms, high customer satisfaction, and long-term relationships with industry leaders to help make the connected aircraft a reality. The company now employs over 300 employees, and is a six-time recipient of Chicagos Best and Brightest Employers to Work For award.
Summary
Oversee and improve all aspects of customer service. Motivate the team to deliver exceptional service to drive customer satisfaction and contribute to company success. Provide a smooth seamless experience in all interactions and deliverables.
The essential duties and responsibilities include the following.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required.
Required:
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
An offer of employment is contingent on successfully passing a drug test and background check, and applicants who do not successfully pass both the drug test and background check will not be considered for employment.
The salary range specified is applicable to positions within the State of Illinois and reflects various factors considered in compensation decisions. These factors include, but are not limited to, individual skill sets, experience, training, licensure, certifications, and the specific needs of our business and organization. At Astronics CSC, it is uncommon for new hires to receive an offer at or near the top end of the range for their role. Compensation decisions are made based on the unique facts and circumstances of each candidate. The current estimated yearly salary range for this position is $86,430 to $108,000 per year. In addition, you will be eligible for our Quarterly Incentive compensation bonus. Astronics offers a competitive salary, along with opportunities for career growth.
Astronics CSC provides a comprehensive benefits package available to full-time employees, with part-time employees potentially eligible for these benefits on a pro-rated basis.
Accommodation Request
Astronics CSC is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please e-mail CSC.HR@astronics.com or call: 847-244-4500. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
Position Requirements
See above.
Full-Time/Part-Time
Full-Time
About the Organization
Astronics Corporation (Nasdaq: ATRO) serves the world's aerospace, defense, and other mission critical industries with proven, innovative technology solutions. Astronics works side-by-side with customers, integrating its array of power, connectivity, lighting, structures, interiors, and test technologies to solve complex challenges. For 50 years, Astronics has delivered creative, customer-focused solutions with exceptional responsiveness. Today, global airframe manufacturers, airlines, military branches, completion centers, and Fortune 500 companies rely on the collaborative spirit and innovation of Astronics.
We offer our breadth of technology solutions and services through 11 subsidiary business units and numerous award-winning product brands. Serving our customers is our first priority, and every day we honor this mission with quality, partnership, and energetic global vision.
EOE Statement
Astronics is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
This position is currently accepting applications.
Astronics CSC
Location
Waukegan, IL
Description
Astronics Connectivity Systems and Certification (formerly Telefonix PDT and Astronics Armstrong Aerospace) serves as the experienced, global market leader for in-flight entertainment and connectivity (IFEC) solutions for aircraft. As a systems certification provider, Astronics CSC has worked on over 100 projects for industry partners to upgrade commercial and business aircraft with new passenger power systems, IFEC navigation, communication and flight safety systems. Additionally, Astronics CSC offers proven IFEC hardware systems, flexible design platforms, high customer satisfaction, and long-term relationships with industry leaders to help make the connected aircraft a reality. The company now employs over 300 employees, and is a six-time recipient of Chicagos Best and Brightest Employers to Work For award.
Summary
Oversee and improve all aspects of customer service. Motivate the team to deliver exceptional service to drive customer satisfaction and contribute to company success. Provide a smooth seamless experience in all interactions and deliverables.
The essential duties and responsibilities include the following.
- Lead the customer service team and manage the daily operations, develop new initiatives and strategies to influence positive change, improve quality of service, productivity and profitability, monitor and measure KPIs.
- Design and implement customer service standards, training and guidelines to ensure consistent exceptional service, build internal and external customer relationships and foster a customer centric culture.
- Collaborate with cross-functional teams to enhance the customer experience.
- Effectively communicate with customers, and internal stakeholders. Ensure the team addresses inquiries in a timely manner.
- Identify needs of internal and external customers and address process improvement opportunities wherever possible
- Review and assess customer service contracts, monitor and track customer complaints through to resolution.
- Handle complex and escalated customer service issues.
- Monitor accuracy of reporting and data base information.
- Liaise with company management to support company growth strategies.
- Identify and address staff training and coaching needs.
- Responsible for implementing and complying with all ethical and legal compliance requirements.
- Working knowledge of ISO/9001/14000/13485 and AS9100 processes.
- Other duties and responsibilities as assigned.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required.
Required:
- Relevant bachelor's degree or equivalent knowledge gained from work experience.
- 5 + years of supervisory experience in a customer service capacity.
- In-depth knowledge of customer service principles and practices including software, databases and CRM tools.
- Current with relevant technology trends and applications.
- Proficient with MS Office applications.
- Product knowledge, communication skills, customer service focus, supervisory skills, problem analysis and problem-solving, decision-making, planning and organizing, initiative, flexibility, presentation skills, stress tolerance.
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
- Manage resources: Time, projects, and all inquiries to respond swiftly and meet deadlines.
- Leadership skills: Guide, develop, motivate and support their teams to achieve high performance and customer satisfaction
- Delegation and Time Management: Effectively assign tasks, manage workloads to ensure timely completion of projects.
- Performance Management: Evaluate team performance providing constructive feedback and strategies for improvement. Motivate for growth and development in their role.
- Strategic Thinking: Develop and implement strategies that align with business goals and improve experience for internal and external customers.
- Decision-Making: Make effective swift decisions to resolve issues.
- Communication skills: Engage in active listening to understand and appropriately respond to concerns and needs. Effectively communicate, in writing and verbally, in a clear concise manner with an ability to articulate ideas, provide accurate information, and build strong trust and relationships with their teams and customers.
- Problem Identification, Analysis and Resolution: Identifying root cause of issues and implement effective solutions.
- Adaptability: Adjust to ever changing demands and priorities
- Patience: Remain calm, cool, and collected
- Organization: Able to manage multiple tasks and responsibilities effectively
- Team Building: Empower and motivate the team
- Emotional Intelligence: Understanding and responding to emotions, show empathy, compassion and build rapport.
An offer of employment is contingent on successfully passing a drug test and background check, and applicants who do not successfully pass both the drug test and background check will not be considered for employment.
The salary range specified is applicable to positions within the State of Illinois and reflects various factors considered in compensation decisions. These factors include, but are not limited to, individual skill sets, experience, training, licensure, certifications, and the specific needs of our business and organization. At Astronics CSC, it is uncommon for new hires to receive an offer at or near the top end of the range for their role. Compensation decisions are made based on the unique facts and circumstances of each candidate. The current estimated yearly salary range for this position is $86,430 to $108,000 per year. In addition, you will be eligible for our Quarterly Incentive compensation bonus. Astronics offers a competitive salary, along with opportunities for career growth.
Astronics CSC provides a comprehensive benefits package available to full-time employees, with part-time employees potentially eligible for these benefits on a pro-rated basis.
- Stay Healthy - Health, dental, vision, disability, life insurance, FSA, HSA, as well as voluntary life/AD&D, voluntary critical illness, accident prevention and hospital indemnity.
- Save for the Future - 401K & Employee Stock Purchase Plan
- Find Balance - Employee Assistance Program & Wellness Program
- Time for You - Generous Paid Time Off (PTOS), Volunteer Time Off Program (VTO), Paid Holidays and Paid Parental Leave.
- Professional Growth - Tuition Reimbursement Program
Accommodation Request
Astronics CSC is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please e-mail CSC.HR@astronics.com or call: 847-244-4500. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
Position Requirements
See above.
Full-Time/Part-Time
Full-Time
About the Organization
Astronics Corporation (Nasdaq: ATRO) serves the world's aerospace, defense, and other mission critical industries with proven, innovative technology solutions. Astronics works side-by-side with customers, integrating its array of power, connectivity, lighting, structures, interiors, and test technologies to solve complex challenges. For 50 years, Astronics has delivered creative, customer-focused solutions with exceptional responsiveness. Today, global airframe manufacturers, airlines, military branches, completion centers, and Fortune 500 companies rely on the collaborative spirit and innovation of Astronics.
We offer our breadth of technology solutions and services through 11 subsidiary business units and numerous award-winning product brands. Serving our customers is our first priority, and every day we honor this mission with quality, partnership, and energetic global vision.
EOE Statement
Astronics is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
This position is currently accepting applications.