Customer Service Manager

Role Summary

• Be the central contact person for the customers of the Employer for all issues of daily operational business;
• Manage the customer relationship with existing and potential customers at operational level and ensure its ongoing development;

Tasks and responsibilities

Monitor costs and revenue on relevant customer contract together with the responsible Account Managers of the Employer. Analyze profitability and ensure invoicing in line with customer contract;

• Identify and manage up- and cross-selling opportunities;

• Processing and management of customer complaints: ensure internal investigation and/or escalation, inform the customer about the process and results, participate in negotiations, and ensure feedback within the Employer’s Quality Management System;

• Ensure regular communication with the customer on operational topics. Plan, prepare and participate in meetings/negotiations. Support Account Managers in preparation of performance dialog with the customer and internal interfaces within the Employer’s organization;

• Assume key user functionality for projects, processes and interfaces; assist and instruct employees of the Employer;

• Develop and implement customer-specific processes;

• Ensure that customer information systems are well maintained and that operational customer service receives all required work information;

• Keep customer related KPIs under control and report KPIs as well as measures for improvement to the management and related departments of the Employer;

• Support Customer Support Specialist (CSS) team in case of customer or process related questions;

• Verify cooperation procedures with customers and Employer’s departments, incl. communications and data exchange, serve as liaison between customer’s respective departments and the Employer;

Requirements (educational and employment background, skills, personality)

• University degree in Business Administration, Economics, Supply Chain, Logistics, Information Systems
• Minimum 4+ years professional experience in international business environment.
• Relevant experience in B2B customer relations / client servicing role, preferably in material management, technical customer service;
• Knowledge of economic principles and contexts
• Fluent in English and Russian (German and Uzbek will be plus)
• Very high service and customer orientation
• Ability to work within teams
• Presentation and negotiation skills
• Creativity / innovative thinking/ flexibility
• Responsibility and self-initiative
• Readiness for business trips

Conditions:

We are the leading provider of aircraft maintenance, repair, overhaul and modification services for civil aircraft, from commercial to VIP and special mission aircraft.

Holding international licenses for maintenance, design and production, we provide tailored maintenance programs, modification, completion and conversion as well as innovative cabin products, material pooling or engine services. We supply our customers with digital fleet support.

Successfully operating in Uzbekistan for 30 years.