Client service associate serp_jobs.h1.location_city

Customer Services Supervisor

Element has an opportunity for a Customer Services Supervisor; the primary function is to lead the daily activities of the customer service team, ensuring exceptional support for clients primarily in the aerospace industry. This role involves resolving complex customer issues, coordinating with technical and testing departments, and ensuring that all customer interactions comply with aerospace standards, including regulations like AS9100. The supervisor is responsible for maintaining high customer satisfaction while promoting Element's reputation for quality and expertise.

Salary : $27- $31 / hr DOE

Responsibilities

Ensure that all facets of the client service group are providing an optimum customer service level as defined by the organization's business operating plans and strategic objectives

Responsible for a set of customers to manage as well monitor key accounts to ensure the team is reviewing test scheduling to ensure accuracy of due dates, completing status reports to clients, and communicating with regular updates on work in process to customers

Track open customer disputes to solve in a timely manner

First point of escalation for direct reports to assist with resolving complaints / issues

Train team members on communication technics to ensure maximum customer satisfaction is achieved

Resolve discrepancies on purchase orders regarding quantity, specifications, etc.

Address variation from POs, quotations and system pricing with internal business partners

Provide support to the sales team regarding customer concerns and potential new business opportunities.

Create purchase orders for outside processing on items that cannot accommodated at our facility

Responsible for a minimum of 5 direct reports and will need to make staff decisions including hiring, performance management, and approval of overtime and timecards

Demonstrate the Element Values to ensure an environment of respect and dignity

Other duties as assigned

Skills / Qualifications

5 years minimum experience in customer facing roles (or being the first point of escalation)

2 years of supervisor experience or managing a team

Solid understanding of invoicing and handling of billing cycles

Aerospace or material testing background preferred

Bilingual a plus

Proficiency in Microsoft Applications (Word, Excel, Outlook and Power Point)

Strong communication skills, both oral and written. Able to communicate effectively with clients and colleagues with attention to detail.

Develop strong relationships with internal and external clients to resolve issues effectively.

Strong interpersonal skills including the ability to work effectively under stressful situations and remain calm when faced with deadlines and multiple priorities

Company Overview

Element is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 9,000 brilliant minds operating from 270 sites across 30 countries. Together we share an ambitious purpose to 'Make tomorrow safer than today'.

When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.

While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.

Industries across the world depend on our care, attention to detail and the absolute accuracy of our work. The role we have to play in creating a safer world is much bigger than our organization.

Diversity Statement

At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming "the world's most trusted testing partner".

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following : age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws.