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Customer Service Team Lead in Ottawa at Curtiss-Wright

Date Posted: 1/23/2019

Job Snapshot

Job Description

We are looking for a Customer Service Team Lead to lead our Customer Service team to success! Reporting to the Sr. Manager, Purchasing and Customer Service, the Team Lead provides leadership for the delivery of pre- and post-sales services. We are the primary interface to our customers' procurement organizations and the success of our business relies on a positive experience for them.


The successful applicant will be a motivated professional who strives to provide the best customer experience possible in support of customer satisfaction objectives established to drive continued market penetration and business growth. 


RESPONSIBILITIES



  • Management of customer deliverables and timely, accurate provision of status of customer orders from time of order receipt to shipment of product/services.

  • Tracking and expediting of the internal Contract Review and Order Acknowledgement/Acceptance processes, ensuring alignment with quotations, customer order, and Curtiss-Wright commitments.

  • Effectively communicate details of customer orders to various internal teams to ensure all requirements and flowdowns are met.

  • Work in partnership with Planning and Program Management to assess and manage introduction of Engineering Change Orders (ECOs) to customers.

  • Act as the voice of the customer, escalating issues impacting customer deliveries as required, and renegotiating delivery dates with customers when necessary.

  • Be the first line of support in interfacing with customers on a daily basis, acting as the primary liaison between the customer and Curtiss-Wright internal functions, using sound judgement to provide resolution to customers.

  • Ensure that Program and Sales Managers are kept informed of order and customer status.

  • Support the Curtiss-Wright Finance team to resolve customer payment issues.

  • Liaise with Curtiss-Wright Lifecycle Services Analysts to manage product obsolescence issues.

  • Analysis and interpretation of MRP and CRM system data to produce customer metrics in support of internal Curtiss-Wright and external customer business reviews.

SKILLS



  • Customer-focused, action-oriented, timeline-driven, and adaptable within a fast-paced, dynamic work environment.

  • Team players with excellent interpersonal skills, able to effectively communicate to senior management levels both internal to Curtiss-Wright and externally with customers.

  • Superior organizational and decision-making skills.

  • Ability to negotiate with a "win-win" attitude.

  • Understanding of International Traffic in Arms Regulations (ITAR) processes and associated export policies and restrictions.

EDUCATION/EXPERIENCE



  • Bachelor Degree or equivalent.

  • Minimum 5 years' experience in customer service role.

  • Strong computer skills including MS-Office, MRP and CRM systems (SAP and/or Pivotal knowledge a strong asset).

This position may require exposure to information which is subject to US export control regulations such as the International Traffic in Arms Regulations (ITAR). All applicants must meet eligibility requirements of the ITAR and of the Controlled Goods Directorate (CGD).


Curtiss-Wright values diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.