Supervisor, Cirrus Direct Call Center
- Employer
- Cirrus Aircraft
- Location
- Duluth, Minnesota, US
- Salary
- Join our team!
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- Industry
- General
- Role
- Administrative
- Job Type
- Long-Term
Job Details
The Supervisor, Cirrus Direct Call Center is a customer support administration position responsible for oversight and accountability of the Cirrus Direct parts call center. This position is the primary contact point for parts questions and account needs and may have to collaborate with many areas to support ordering, fulfillment, payment, or returns and answer associated questions. Exceptional customer service should be prioritized in supporting our aircraft owners and Authorized Service Centers with any aftermarket part sale and support needs. This is a growing part of our business and sales and follow-up calls to service centers on current specials, packages, or promotions is also a central function of this position. This position should be viewed as an expert with Cirrus Aircraft aftermarket parts.
Essential Duties and Responsibilities:
- Customer 1st Airplane 2nd values: embody this corporate value and support it's enculturation in staff as evidenced by the group's behavior
- Ensure all call center employees are serving the Authorized Service Center network with world class customer service
- Review open parts sales orders, expedite fulfillment, and communicate status to customers
- Escalation parts supply issues and resolution is a critical aspect of this position
- Look for sales opportunities to present additional product offerings
- Liaison between external customers (aircraft owners, service centers, etc.) and internal customers (Purchasing, Inventory Control, Manufacturing, etc.)
- This role may specialize in a singular function such as aftermarket part orders, however, cross-functional capacity, support, and knowledge is an essential aspect of the position
- Aftermarket part expertise on current and legacy aircraft
- Look for opportunities in continuous improvement in process and efficiencies to better support our Cirrus Direct™ program
- Will be required to perform other duties as requested, directed or assigned
- Avante ERP order fulfillment functional use
- Salesforce Customer Relationship Management (CRM) use for email and call logging
Education and/or Experience:
Post-secondary degree or two to four years related experience and/or training; or equivalent combination of education/certifications and experience. Part sales, customer service, and aircraft experience preferred.
Knowledge, Skills, Abilities
- Expert knowledge of warranty process to include: part ordering, troubleshooting authorization, claim submission, part returns/reverse logistics, accounting credit, and check issue
- Expert knowledge of ERP: understand the philosophy, principles, system definition, and software implementations of Cirrus ERP system (procurement, manufacturing planning, inventory control, and accounting)
- Expert knowledge of Salesforce: understand the philosophy, principles, system definition, and software implementations of Cirrus use of our Salesforce CRM system (customer and account management, case logging, activity history, aircraft history, etc…)
- Customer knowledge: understand all customer types, stakeholders and the needs and expectations of each.
- Continuous Improvement Orientation: generates and uses creative ideas to improve processes and services; adapts to change; works in an organized manner; uses time efficiently; and displays a positive outlook.
- Technical Skill Development: pursues training and professional development; and strives to continuously build knowledge and skills and share expertise with others
- Excellent communication skills (written and verbal)
- Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (Microsoft Word, Excel, Access, PowerPoint).
Cirrus is dedicated to a drug free work environment promoting equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information or any other characteristic protected by applicable law.
Company
Since day one in 1984, Cirrus Aircraft has been committed to the future of aviation through smart safety, ease of operation and most adamantly, continuous innovation. Along the way, every turn has meant challenges and opportunities to grow general aviation–improving the flying experience as a whole.
Our goal is to utilize technology to drive enhanced safety, performance, sophistication and comfort. We are proud that today, after 30 years of dedication, the Cirrus brand is associated with these accolades and hallmarks that mean so much to us. Our line of all-composite personal aircraft-–the SR20, SR22 and turbocharged SR22T–lives up to this by incorporating advanced electronic and standard safety technologies including Cirrus Perspective by Garmin avionics and the unique Cirrus Airframe Parachute System® (CAPS®).
Our latest aircraft, the Vision Jet, raises the bar even higher as it ushers in a new era in personal transportation and introduces the world to “the personal jet.”
We’ve traveled far, but in many ways, we’re only just taking off. Join our team and become a part of the future today.
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