MRO Customer Service Supervisor

Date Posted:2025-09-18

Country:Philippines

Location:Lot 18 3rd Street, First Philippine Industrial Park, Tanauan City, Batangas, Philippines

Position Role Type:Unspecified

Assist in generating department work instructions and guidelines.

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Provide required reports to both internal and external customers.

Maintained and ensured accuracy of internal reports and records (repair orders, quotations and invoices).

Follow communication procedures, guidelines and policies of the company

Ability to multi-task, prioritize, and manage time effectively

Customer orientation and ability to adapt/respond to different types of characters

Built and maintained rapport with customers to become a trusted advisor and partner in supplier decisions.

Inform other departments of order requirements and probably order risk

Contribute to team effort by accomplishing related results as needed

Provide accurate, valid and complete information by using the right methods/tools

Meet personal/customer service team targets (KPI).

Perform other duties as required by departmental procedure

Recruit, motivate, retain, develop, and supervise an appropriately skilled team of Customer Service Analysts

Determines staff hours, number of personnel, and parts and/or equipment required for service inquiry

To communicate positively, professionally, and promptly with customers and internal functional groups

Addressing customer queries and complaints in a timely and professional manner

Coordinating the day-to-day activities of the department

Creates an environment where teamwork, empowerment, and trust are encouraged through coaching, performance measurement and people development to meet the company goals and values

Drives improvements in service performance, as measured by customer satisfaction, operational measures and productivity, by deploying best practices and ensure appropriate measurement and monitoring is established

Generates a strong focus on customer retention and development, targeting and measuring team performance on business protection and growth

Drives continuous improvement in customer service process and standards as measured by Key Performance Indicators

Establishes and implement continuous process improvement by monitoring customer interactions and by obtaining direct customer feedback on the standards of service delivered by the service center

Develops positive relationships with key internal and external customers and suppliers (e.g. sales and marketing, operations, MIS) in order to ensure that customer service targets are achieved

Ensures proper utilization of resource to optimize productivity and minimize waste.

Forecasts and manage the operating budget for the area of responsibility

Contributes to the work of other areas of the Customer Service group to ensure both functional and process goals are achieved

Addressing customer queries and complaints in a timely and professional manner

Coordinating the day-to-day activities of the department

Ensuring that the team members adhere to the customer service guidelines and company policies

Communicating with customers via phone calls and emails

Planning and implementing effective customer service strategies

Maintaining a record of all customer data

Directing any urgent or sensitive issues to the Customer Service Manager

Gathering feedback from customers on the services rendered

Preparing weekly, monthly and annual team targets

Analyzing customer service reports and suggesting improvements

Preparing and assigning daily work schedules to the team members

Adheres to and participates in all EHS practices and standards across the site, including but not limited to proactive reporting of observed hazards and recommendations to ensure the safety and wellbeing of self and others.

Qualifications

Bachelor’s degree in Business Administration, Business Management, or a related field

3+ years of experience in the Customer Service department as a Customer Service Representative, Customer Service Executive, or a similar role

Excellent written and oral communication skills

Knowledge of customer service practices and guidelines

Good computer skills

Displaying a morally right and professional behavior

Having strong etiquettes when communicating with clients as well as the team

Good time management and organizational skills

Ability to handle stressful situations

A team player and having the ability to work collaboratively

Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market.

The next chapter of our future as an aerospace company is here, and we are excited about what this means for our employees and customers! Get onboard the Collins Aerospace Operations team and play a part in managing our innovative products from inception to delivery. The Operations team continues to grow and aims to strengthen the connection of Manufacturing Operations, Supply Chain and Environment, Health & Safety (EH&S) across Collins Aerospace. In this dynamic environment, you will have the opportunity to network across our businesses and functions, all while improving the productivity, quality and efficiency of our operations worldwide.

We make modern flight possible for millions of travelers and our military every second. Our major product lines are on-board virtually every aircraft flying. Be it keeping passengers safe with our emergency power generation systems, or creating a positive in flight experience through reliable cabin pressure controls and quieter engines, Power & Controls focuses on delivering a best-in-class experience to our customers. We hire the top people in the industry. Their ideas drive our performance, and their integrity keeps our customers happy. Join us as we take flight!

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.

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