Job Description:

WE’RE LOOKING FOR A CUSTOMER LOGISTICS MANAGER

POSITION LOCATION: FORT ERIE

Position Summary:

The Customer Logistics Manager reports to the Head of Support & Services and is responsible for the daily oversight and administration of after-sales support operations for the Customers of Airbus Helicopters Canada Limited. This position is responsible for managing a regional team of Customer Support Representatives and acts as the departments focal point, liaison, and interface for all customer material support activities, including logistics, logistical planning, escalation and litigation topics. Provides solutions and alternatives for handling material demands and forecasts. Drumbeat material flows and logistic activities within the organization. This position is also accountable for controlling the front office internal processes in order to satisfy customer’s needs.

Primary Responsibilities:

Customer Relationship and Material & Logistics Management Support

Point of contact and escalation for all regional customer logistics concerns, complaints and escalations critical issues topics to assure follow up and closure of open actions.

• Manage all logistics matters, incl. suggested inventory management, transportation, supply chain processes, and pool sizing, drumbeat AOG and MRO repairable process.

• Create and manage a collaborative action plan for back-orders, present status on actions closures along with progress on customer concerns and escalation process.

• Manage the Customer issues, concerns and complaints. Stay aware of the issue, follow the resolution and be able to discuss with the Customer ensuring issue’s On-Time and On-Quality resolution.

• Understand the Customer dynamics, operational and strategic goals and business requirements.

• Together with CSRs, keep customers informed of commitments for on-time and on-quality delivery.

• Lead periodic logistics performance reviews with customers (monthly, quarterly as needed.

• Monitor AHCA performance, including but not limited to: spares (OTR5b), repairables (OTR6b) and service requests deliverables (SSR).

• Guide Customer Support Representatives with the technical filtering process of orders, identifying issues and directing correction plans.

• Manage logistics crisis situations with customers both during and after hours as escalation point of contact when needed.

Operational performance, process management and contractual adherence

• Perform collaborative forecasting with Customer.

• Manage Oversee MRO process flow for RMAs, Quotes, Records Management, Exchange Invoicing/Core Returns, Rental, Returns and Vendor repairs.

• Communicate, coordinate and resolve operational needs of the customer with the different internal functional departments. Track Hot Topics and lead recovery plan and associated action plan.

• Follow and assure adherence to contractual commitments, continuous improvement of contractual performance root-cause analysis.

• Serve as the Customer’s point of escalation so that issues are resolved on an exceptional basis. Collaboration with Customer Support Managers and all other departments as needed.

• Communicate logistical performance contents. Provide guidance for achieving operational targets.

Team Supervision, Motivation & Safety

• Uphold Airbus’ Ethics & Compliance values and cascade to your team the Ethics & Compliance mindset.

• Assess and develop people strengths & competencies, providing regular feedback on individual and team behaviors and ways of working. Recommend personnel actions such as hiring and promotions.

• Manage weekly SQCDP team meetings with all team members.

• Work alongside the CSM to support department goals, activities and priorities.

• Be available for escalations to team both in office and after hours AOG capacity for problem solving, solution collaborations, authorization.

• Contribute and adhere to the forecasting of departmental budgets and overhead expenditures.

Metrics, Analysis and Reporting

• Establish and manage key performance indicators, in coordination with Front Office teams.

• Analyze & prepare monthly reports, presenting key data & performance to department managers.

• Communicate to Customer base key performances and recommendations for mutual benefit.

• Prepare internal reports and contribute to the executive briefs.

• Manage all internal communications with management and support departments.

General Management, Administration & Controls

• Develop, maintain, evaluate and ensure proper use of ERP & CRM tools for the team (Sales Force, Webtek, etc.)

• Contribute and adhere to the forecasting of departmental budgets and overhead expenditures.

• Manage warranty administration and support team with warranty related issues/questions/complaints.

• Develop and standardize customer Spare part discount policies for usage within the S&S team/department.

Conducting annual reviews and assignment of discounts in accordance with AHCA and AHNA/AH policies.

• Ensure commitments are met for Airbus Service Level on all PBH/hourly support contracts (parts delivery, contract T&Cs respected, invoicing etc.)

Position Requirements:

Education

• Bachelor’s Degree or equivalent work experience required.

Experience

• 5 years’ experience in a Customer Support capacity, preferably within the Aviation industry.

• 3 years’ experience in a Supervisory setting (preferred).

• Experience using an ERP/MRP (SAP) system considered asset

• CRM (Salesforce) experience an asset.

Knowledge, Skills, Demonstrated Capabilities

• Business, logistics and supply management, customer service.

• Ability to understand and relay complex information between different stakeholders.

• Familiar with Aviation Maintenance methods and practices and technical publications.

• Strong crisis management and planning skills.

• Strong analytical and business skills.

• Ability to interface and influence other departments/colleagues to identify solutions.

• Ability to work under pressure and deadlines.

Technical Systems Proficiency:

• Proficient in Microsoft Office Suite and Google Suite.

• SAP/SALESFORCE.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Airbus Helicopters Canada Ltd:

Employment Type:

Permanent

Experience Level:

Professional

Job Family:

Leadership

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