Customer Logistics Manager

at  Airbus Canada

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.
Communication Skills
Critical to high proficiency in spoken and written communications in English
Fluency in French and/ or German is a asset

EXPERIENCE LEVEL:

Professional

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
ManageOversee 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.
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 (SalesForce, 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.)