Supply Chain Customer Support Manager

Company:

The Boeing Company

Boeing Global Services (BGS) has an opening for a first line Supply Chain Customer Support Manager (Level K) that will be responsible to build and lead a diverse team responsible for customer inquiry order support for commercial aircraft spare parts orders.  This team provides support 24x7x365 by a call center team via multiple channels (phone, online chat, email and support requests).  This position is for a 3rd shift and weekends, but may require managing employees on all shifts, so flexibility is important.  The ideal candidate for this position will possess knowledge and experience with the Supply Chain value stream, processes and model and display the capability to lead in a dynamic and fast paced environment. This manager will develop and execute projects and process plans, establish and execute a training plan for new employees, implement policies and procedures, and set operational goals. The role will involve acquiring and integrating resources for projects and processes to provide technical support of process improvements and alignment, as well as oversight and approval of technical approaches, products and processes. It will also provide strong opportunities to develop and maintain relationships and partnerships with internal and external customers, stakeholders, peers, partners and direct reports in support of one Supply Chain value stream in Dallas, TX.

Position Responsibilities:

Lead Customer Support Specialists performing activities related to customer commercial aircraft spare parts orders inquiries/requirements.

Engage stakeholders to ensure alignment across Supply Chain value stream.

Provide Customer Support Specialists with guidance

Develop and execute project and process plans, implements policies and procedures and sets operational goals.

Lead and support process improvement initiatives to optimize Supply Chain value stream in support of our customers.

Manage employee performance and customer relationships to ensure issue resolution, first pass quality, timeliness.

Identify and mitigate risks and issues impacting customer support. 

Acquire resources for projects and processes, provide technical resources and oversee process improvements.

Develop and maintain relationships and partnerships with customers, stakeholders, peers, partners and direct reports. Provides oversight and approval of technical approaches, products and processes.

Empower, mentor, develop and motivate employees.

Basic Qualifications (Required Skill/Experience): 

At least 1 year leading a call center team

Experience developing and deploying a training program for new hires and continued training opportunities for existing team members

Experience addressing both customer, internal, and employee escalations

Strong communication and problem solving skills

Ability to work 3rd shift, as required by this position

Preferred Qualifications (Desired Skills/Experience): 

Experience developing presentations for and presenting to executive leadership Experience working in SAP and CRM systems

Proficiency in Excel, Word, and Powerpoint

Experience leading a cross-functional team

Customer service experience

Drug Free Workplace:
Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.

Shift:
This position is for 3rd shift and weekends. (Thursday to Sunday 4x10s)

At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent.  Elements of the Total Rewards package include competitive base pay and variable compensation opportunities. 

The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work. 

The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

Pay is based upon candidate experience and qualifications, as well as market and business considerations. 

Summary pay range: 98,000 - 140,000

Language Requirements:

Not Applicable

Education:

Not Applicable

Relocation:

Relocation assistance is not a negotiable benefit for this position.

Export Control Requirement:

This is not an Export Control position.

Safety Sensitive:

This is not a Safety Sensitive Position.

Security Clearance:

This position does not require a Security Clearance.

Visa Sponsorship:

Employer will not sponsor applicants for employment visa status.

Contingent Upon Award Program

This position is not contingent upon program award

Shift:

Shift 3 (United States of America)

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Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

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