Customer Service Manager

**Job o** **pportunity - Customer Service Manager**

**Quick AAR information / resources**

**Position Title: Customer Service Manager**

**The position**

Reporting to the Vice President of Operations, this position will be responsible for building,

maintaining and improving Airline Customer satisfaction by providing problem-solving

solutions; addressing customer needs, exceeding expectations and supporting the goals of the

organization.

Other key responsibilities include:

- Achieves AAR customer service objectives by contributing customer service information

and recommendations to strategic plans and reviews.
- Liaise with AAR Corporate Commercial team to provide performance updates, Customer

satisfaction and relationship information.
- Serve as the primary Customer interface, liaise between Operations and Customer(s) to

bring forward concerns from either party, impacts, schedule changes on live projects,

record results and details of customer interaction.
- Deal directly with the Customer’s On Site Lead Technical Representative on issues

relating to their projects and ensure that the responsible Operations Manager is informed

of any issues or Customer concerns.
- Meets customer service financial objectives by forecasting requirements; preparing an

annual budget; scheduling expenditures; analyzing variances; initiating corrective

actions.
- Actively participate in AAR Windsor’s Safety Management System (SMS) including

reporting safety hazards and incidents encountered in daily operations; understands and
promotes the company safety policy
**Total rewards**
As a team member, you receive:

- Comprehensive benefits package
- RRSP Contribution - employee and employer
- Annual uniform and safety boot allowance

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**Job o** **pportunity - Customer Service Manager**
- Paid time off benefits, including 11 company paid holidays
- Third-party discounts
- Relocation assistance may be provided, if required
- Training and development opportunities and education assistance program
- Staff engagement and recognition events

**Performance objectives**
- **Managing Relationships** - meeting the personal needs of individuals to build trust,

encourage two-way communications, and strengthen relationships
- **Building Partnerships** - developing and leveraging relationships within and across work

groups to achieve results
- **Building Trust** - operates with integrity, discloses own positions, remains open to ideas

and supports others through dignity, respect and fairness
- **Communication** - conveying information and ideas clearly and concisely to individuals or

groups in an engaging manner that helps them understand and retain the message. Listens
actively to others.
- **Attention to Detail** - ability to work in a fast-paced environment with strong attention to

detail and organization
- **Innovation** - ability to think creatively and encourage this thinking within the purchasing

team
- **Customer Service** - ability to deliver and ensure strong customer service, taking

ownership of Customer issues and following problems through to resolution
- **Planning**- demonstrated ability to plan for both short
- and long-term objectives and

achieving primary job functions.
- Sound professional judgement, problem solving and decision making
- Self-motivated and an ability to work independently as well as within a team

**Education and experience**
- Relevant college or university education
- Minimum 3 years’ experience in Aircraft maintenance environment
- Experience in a similar position is an asset
- Knowledge of Microsoft Office, proficient with computer software and an ability to learn

new software

**Why should you apply?**
- AAR is the only aerospace / defense company on Forbes’ America’s Best Mid-Size
- Employers list.- Our innovative and entrepreneurial culture encourages employee input in every aspect,
- from day-to-day activities to the company’s future growth.- Our learning and career development program affords employees a learning path with the
- necessary tools and resources needed to help build their career at AAR.- We support non-profits and organizations that work to improve society in four primary

areas: veterans and active military; education with an emphasis on STEM; health and
wellness; and diversity / inclusion.

**About AAR**
AAR is an awarded global aerospace and defense company that offers employees a long-term
career pathway and the opportunity to work with a great team At AAR, our people remain our
priority We create the #BestTeamInAviation by focusing on recruitment, training, growth,
engagement, and retention. AAR employees are empowered to meet their individual

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**Job o** **pportunity - Customer Service Manager**

professional development goals through our global learning and development program,
mentorship program, leadership training, continued education, networking, and much more

people of all races, ethnic origins, religions, abilities, sexual orientation