Location: Victory Road, Derby, DE24 8EL
Job Type: Permanent
Hours: 38 hours per week
Salary: £39,000 – £46,000 per annum (dependent on experience)
Benefits: Company Pension - matched contribution scheme, Westfield Health care plan - after 3 months. Life Assurance. 25 days paid annual leave plus all UK Statutory Bank Holidays pro rata. We have kitchen facilities on our site and provide free tea and coffee for our employees.
Do you want to continue your training and development?
At RH Aero Systems we are committed to supporting you in your continuous technical and professional development to enable you to keep your skills and knowledge up to date and to support you in your advancement within the business.
About RH Aero Systems:
RH Aero Systems is setting the standard for aviation support equipment and services. Through our industry-leading businesses – Rhinestahl and HYDRO Systems – we deliver capability across custom-designed Ground Support Equipment, OEM-licensed engine and airframe tooling, 26 global service centres and innovative engineered solutions for OEMs, MROs and Operators worldwide. RH Aero Systems’ global headquarters are in Mason, Ohio, USA, and Biberach, Germany.
We take great pride in our Values and embody them in everything we do professionally.
Reliable: We consistently deliver outstanding quality and performance. Our reliability builds trust and long last partnerships. You can count on us every step pf the way!
Ready: We are always prepared, flexible and within reach – ready to act when it matters most.
Relentless: We are determined to pursue our goals with unwavering passion, resilience, and the will to overcome any challenge
Our UK facility is co located on the Rolls-Royce campus on Victory Road, Derby, our largest UK customer.
We are close to the A50, M1 and M42 and within a short commute time from Derby, Nottingham and Leicester.
The role of Customer Success Manager will be responsible for being the primary point of contact to provide support for the assigned products, customers and regions in cooperation with the Regional Customer Manager. The role will provide a level of support and service which ensures the optimum customer experience.
Key Duties and Responsibilities:
• Be the primary point of contact to the customer from initial quote request to product shipment
• Validate and ensure that Purchase Orders/Contracts meet the agreed upon Terms & Conditions
• Management of Customer relationships to ensure the mitigation of high-level company and program risks
• Where appropriate, act as a point of escalation
• Work with the Customer Service Team to ensure the timely processing of customer orders and work with Sourcing, Quality, Engineering, and Aftermarket Services to support the timely resolution of problems/issues related to product design and/or manufacture
• Provide order status updates to customers as required
• Research and correct regular, advanced, and long-standing customer concerns
• Collect customer feedback and make process changes to exceed customer satisfaction goals
• Complete special projects by using effective decision making critical thinking and time management skills
• Maintain ERP system (Epicor) with current order/shipment related information
• Be available to travel to customer locations to build relationships face to face
• Provide analytical support for allocated projects where required
• Prepare and present regular project reports for external and internal stakeholders as required
• Recommend and implement modifications to improve effectiveness and attain project milestones
• Any other reasonable duties as assigned by the Manager, Customer Success Team
General Duties:
• The post holder must the best of their knowledge and experience carry out work in such a manner so not to endanger their own health and safety, that of their colleagues, the company’s clients, the public, our suppliers or the environment.
• Engage in training, development, and education to keep skills and knowledge current and to strive for continual improvement.
• This job description should not be regarded as exclusive or exhaustive. There shall be a requirement to carry out other duties which the Company believes are within your capability.
Expected Qualifications, Skills, Experience and Knowledge:
• 3 years prior customer support experience
• Bachelor’s degree, preferably in business or technical field, or equivalent work experience
• Prior experience working with customers in a global environment, including international travel
• Proficiency with computer software applications, e.g. MS Office with emphasis on MS Excel
• Ability to multi-task and work effectively under time pressures
• Ability to interact effectively at various levels within the customer’s organization
• Articulate and effective communicator with the ability to influence others through the employment of sound judgement and good sense rather than the use of authority
• Highest standards of integrity, loyalty, honesty and moral and ethical values
• Flexible and adaptable with the ability to work alone and unsupervised as well as part of a team
• Ability to manage own priorities and workload.
REF-(phone number removed)