Job Description Summary

The Customer Service Leader plays a pivotal role in managing the entire order lifecycle to ensure seamless fulfillment for all Unison sites and products. Responsibilities encompass order entry, comprehensive order management, prompt issue and dispute resolution, and ensuring timely order fulfillment. The role involves a broad range of activities, including but not limited to, transaction processing, direct customer communication, process management, data analysis, material handling, and overseeing site operations or warehouse logistics and shipping, potentially within a shop structure.

The individual in this role significantly influences our team's ability to meet service expectations, uphold quality standards, and achieve timely objectives. Operating within established policy guidelines, the role demands moderate autonomy and requires high levels of operational judgment to deliver the desired outcomes effectively.

• Facilitate order management - responsible for processes to manage and execute order intake, input into internal systems. Oversee connectivity to customer portals; and digital order processing systems. May support forecasting, billing and collection activities.
  Key contact for customer inquiries, customer complaint (issue) resolution process. Work with operations to understand and communicate commits and status to customers. Drive efficiency improvements and cost-effective solutions to maximize customer satisfaction, and lead the development of customer support strategies, acting as a point of contact for customer inquiries and resolution of complex issues.
• Facilitate order fulfillment - ensure customer order/contract delivery execution, in partnership with the shop to resolve issues.
• Manages a medium-sized team of professionals including a GENPACT team in India.
• Requires specialized knowledge within the function. Influence the development of strategy for the area of responsibility, including control of resources and influences standard work, business continuity and policy formulation.
• Interprets simple internal and external business challenges and recommends best practices and tools to improve products, processes or services. Stays informed of best-in-class industry trends that would inform how we evolve Unison processes.
• Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, manufacturing, technology or engineering. Has ability to assess quality of information given and ask pertinent questions to stakeholders. Able to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations. Uses multiple internal and some external sources outside of own function to help arrive at a decision.
• May lead functional teams or projects with minimal resource requirements, risk, and/or complexity. Communicates difficult concepts and may influence others' options on particular topics. May guide others to consider a different point of view.

• Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 9 years of experience within the aerospace industry in a customer service or customer support role).
• Minimum of 5 years of experience within the aerospace industry in a customer service or customer support role.

• Strong leadership skills with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills, capable of building strong relationships with customers and team members.
• Proactive problem-solver with a keen focus on safety, quality, delivery, and cost.
• Experience in implementing lean principles and continuous improvement methodologies.
• Strong analytical skills, with the ability to use data to inform decisions and drive improvements.
• Resilient and adaptable, capable of working in a fast-paced and changing environment.
• Commitment to upholding the highest standards of integrity and professionalism.