Customer Service Supervisor

Job Purpose

The Customer Service Supervisor oversees the daily operations of the customer service team, ensuring exceptional customer support and efficient order processing. This role supervises staff, coordinates with internal departments, resolves customer issues, ensures compliance with company policies and procedures, and implements process improvements. The supervisor also manages customer inquiries and complaints, maintains necessary resources, supports regulatory and customer audits, and promotes high levels of customer satisfaction through effective leadership and communication.

Job Duties and Responsibilities

• Supervise and support the daily operations of the Customer Service team to ensure timely, accurate, and professional service.
• Lead, coach, and develop customer service staff while monitoring performance and promoting a customer-focused culture.
• Resolve escalated customer concerns and coordinate with internal departments to ensure effective and timely solutions.
• Analyze customer service performance and recommend process improvements to enhance efficiency and customer satisfaction.
• Ensure compliance with company policies, procedures, and quality standards while maintaining accurate records and documentation.
• Build strong customer relationships through effective communication, problem-solving, and a commitment to exceptional service.

Essential Job Functions

• Collaborate effectively with other departments and individuals within the organization.
• Demonstrates strong computer skills, including proficiency in ERP systems and Microsoft Office.
• Ability to read, write, and follow verbal instructions in English, with basic math skills.
• Build and maintain lasting relationships with customers, ensuring repeat business.
• Exhibit excellent interpersonal, written, and verbal communication skills.
• Interprets company policy to employees and enforces company policy and practices.
• Possess knowledge of the aviation industry and airline Maintenance, Repair, and Overhaul (MRO) processes.
• Must have strong leadership and customer-focused skills

Marginal Job Functions

• Knowledge of general office clerical procedures.
• Ability to regularly exercise sound judgment in decision-making.

Safety Requirements

• Actively participate in and support safety initiatives and comply with safe work practices.
• Immediately report hazards, unsafe work practices, and any accidents or injuries.
• Adhere to all safety rules, FAA regulations, PPE requirements, and equipment operation guidelines.

Working Conditions

• Physical Demands: Requires sitting or standing for extended periods, frequent walking, bending, and reaching. Occasional squatting, lifting, carrying, pushing, or pulling up to 20 pounds. Repetitive hand movement, eye-hand coordination, and manual dexterity required. Corrected vision and hearing to normal range necessary.
• Equipment Operated: Ability to operate office machines and troubleshoot issues.
• Work Location: PAG Office
• Protective Equipment Required: None.
• Potential Hazards: Possible exposure to materials as indicated on Material Safety Data Sheets.

Education/Training

• High school diploma required; a college degree in a business-related field is preferred.

Experience

• A minimum of 3 years of related experience in customer service, sales, or a related field, preferably in the aviation industry.

Certificates/Licenses

• N/A

Other

• Other duties may be assigned to support production, sales personnel, or special projects.

We offer competitive pay and a wide variety of benefits. Full time associates qualify for health benefits the first of the month following 30 days’ employment. Options include medical, dental, vision, base life (company paid), voluntary life, short and long-term disability, flex spending accounts, and telemedicine. Other benefits include vacation and PTO time accrued with each pay cycle with a vacation carryover/payout option at year end, 9 paid holidays, 401k with company match contributions.

Qualified candidates with strong drive, work ethic and commitment to quality are invited to apply at www.precisionaviationgroup.com.

EOE/Vets/Disabled