Supply Chain Customer Support Manager

Job Description

At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We're committed to fostering an environment for every teammate that's welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.

Boeing Global Services (BGS) is hiring for a Supply Chain Customer Support Manager (Level K) that will be responsible for leading a customer support team diverse for commercial aircraft requirements. Though region/customer base may change, the position will initially support either the Americas or Asia Pacific regions. This team provides parts support to all commercial customers (airline operators and non-operators). This is a 1st shift position requires flexibility and willingness to adjust scheduling to manage and engage with employees, teammates, and customers in their region/time zone is critical. The ideal candidate for this position will possess knowledge and experience with the Supply Chain value stream, processes, managed programs, and SCOR model as well as display the capability to lead in a dynamic and fast paced environment. The Supply Chain Customer Support manager is the voice of the customer within BGS Supply Chain, which requires the ability to develop and execute customer-specific projects, engage directly with customers on escalated issues, lead across supply chain to resolve customer issues, and set operational goals. The role will provide opportunities to develop and maintain relationships and partnerships with internal and external customers, stakeholders, peers, and direct reports in support of one Supply Chain.

• Lead Customer Support Specialists performing activities related to customer commercial aircraft spare parts orders inquiries/requirements and performance management.
  
• Engage with external customers on performance reviews and to resolve escalated issues.
  
• Empower, mentor, develop and motivate employees.
  
• Engage stakeholders to solve customer issues across Supply Chain value stream.
  
• Provide Customer Support Specialists with direction to reduce bottlenecks and remove roadblocks.
  
• Develop and execute project and process plans by implementing policies, procedures and setting 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.
  
• Develop and maintain relationships and partnerships with customers, stakeholders, peers, partners and direct reports. Provides oversight and approval of technical approaches, products and processes.
  

• At least 3 years' experience in a supply chain organization
  
• Experience leading a team, formally or informally
  
• Experience addressing both customer, internal, and employee escalations
  
• Experience developing presentations for and presenting to executive leadership
  
• Strong communication and problem solving skills
  
• Ability to travel globally, up to 25%
  

• Proficiency in Excel, Word, and PowerPoint
  
• Experience defining requirements for and utilizing analytics dashboards
  
• Ability to summarize large amounts of data into actionable steps
  
• Experience prioritizing incoming work
  

• Education/experience typically acquired through advanced education (e.g. Bachelor) and typically 6 or more years' related work experience or an equivalent combination of education and experience (e.g. Master+4 years' related work experience, 10 years' related work experience, etc.).