Customer Service Manager

To join the Sterling team in ASP for building a Control Tower footprints in region. Accountable for all customer satisfaction and retention through excellent Customer Service standards.

Your Role

To join the Sterling team in ASP for building a Control Tower footprints in region. Accountable for all customer satisfaction and retention through excellent Customer Service standards.

Your Responsibilities

Management Functions
Assisting in managing the Aviation team (Dedicated Logistics Specialists)
Monitor staff time keeping and addressing staff when required.
Staff appraisals
Review holiday & sickness cover, requesting management overtime approval where needed.
Implement any new systems.
Ensure ISO procedures are followed.
All SOP’s are followed by staff.
Attending Operations Monthly Meeting.
Assist with new staff onboarding / training.
Daily Duties
Monitor problem jobs, ensure supervisor / lead maintain customer updates.
Ensure the Customer Servce E-Mail folder is up todate
To assist and insure the teams are providing clients with continuous notification and follow-up (which includes flight and customs delays, proof of deliveries, charges, resolutions, etc).
Provide quotes to customers for all services that we offer.
Develop and maintain training material for best Customer Service and ensure standards on all shifts
Develop and maintain relationships with clients.
Ensure compliance with company policies and procedures.
Ensuring the phone in answered professional and timely manner (within 3 rings)
Work closely with Sales to ensure smooth customer onboarding.
The job is not limited to the above list. Additional responsibilities maybe added at the Companies discretion.

Your Skills and Experiences

Knowledge
Understanding of the Aviation industry and delivering Time Critical shipments using all available services.
Skills and Abilities
Demonstrate ability to communicate information and develop individuals to improve their knowledge and skill set.
Experience
Supervisory experience ensuring ability to in act all tasks / responsibilities listed above. Be able to work in a fast paced and demanding environment with the ability to work accurately and within strict timescales.
Qualifications
Appropriate industry experience