Customer Care Manager

COMPANY INTRODUCTION

TLD is the largest global manufacturer of Ground Support Equipment in the aviation and aerospace industries. We deliver technology-focused solutions with a broad range of products, which are designed, engineered, and built, at one of our nine worldwide facilities. TLD is an integral part of ALVEST, a global collection of businesses with strong leadership and product positioning in commercial / general aviation, air cargo and military aviation. The corporate portfolio is one of diverse companies with financial strength and similar culture, who are focused on diversity, sustainability, growth and customer service.

TLD has a record of accomplishment, driving results through our robust internal systems while leading with strong core values and ethics. Our technology driven equipment is developed with a focus on safety, efficiency and total cost of ownership for our customers.

A career at TLD is a unique opportunity for individual growth and achievement working with a talented global team, having the common goal of providing a commitment to excellence. We offer a stable, family focused environment with support to accomplish personal and professional goals. Join the TLD team, and be a part of our continued success as the industry leader in the Ground Support Equipment industry.

Position Summary

The Customer Care Manager –leads a team of Customer Service Representatives in delivering exceptional service to our customers across the region. This role ensures operational efficiency, team performance, and customer satisfaction, while also serving as a strategic partner in improving sales, service processes, and regional spare parts logistics.
 
 As part of the dynamic and international TLD Spare Parts America team, the Customer Service Manager plays a key role in cultivating a collaborative team culture that is customer-driven and committed to long-term partnerships. We go above and beyond to deliver spare parts quickly, leveraging our global network and logistics capabilities.

Key Responsibilities

Team Leadership & Development

- Lead, coach, and develop a high-performing customer service team.

- Provide training on systems, processes, and product knowledge to ensure team success.

- Monitor performance metrics, set individual and team goals, and conduct regular reviews.

- Foster a positive, cooperative, and accountable team environment aligned with company values.

Customer Relationship Management

- Oversee customer accounts and ensure high levels of satisfaction and responsiveness.

- Resolve complex or escalated customer issues promptly and professionally.

- Develop strategies to strengthen relationships with key customers and drive long-term sales growth.

Operational Oversight

- Manage daily operations of the Customer Service team, including order processing, quoting, and communication standards.

- Ensure timely and accurate use of the ERP system and SPQ module for quotations and order management.

- Coordinate with the logistics and warehouse teams to prioritize and track shipments.

Process Improvement & Reporting

- Identify and implement process improvements to increase efficiency and service quality.

- Analyze service metrics, customer feedback, and order data to inform decision-making.

- Prepare regular reports for senior management on team performance, customer activity, and market trends.

Cross-Functional Collaboration

- Collaborate with the Purchasing, Sales, and Technical Support teams to align customer service with product availability and market demand.

- Support the Spare Parts Hubs Manager in regional strategy and stock planning.

- Communicate proactively across departments to ensure seamless customer experience.

Qualifications & Experience

- 5+ years of experience in customer service, preferably in technical or spare parts sales.

- 2+ years in a supervisory or managerial role.

- Strong understanding of ERP systems and quoting tools (e.g., SPQ or similar).

- Excellent leadership, organizational, and communication skills.

- Technical aptitude and familiarity with mechanical components or parts a plus.

- Ability to travel domestically and internationally as needed up 25%

- Proficiency in Microsoft/Excel is a must

- Bachelor’s degree required

Reports to: Spare Parts Manager

Schedule: Full-time, 8 hours/day, onsite