{"id":2468249,"url":"https://alion.io/job/westerkirk-customer-service-manager","title":"Customer Service Manager","company":{"id":1319405,"name":"Westerkirk","domain":"westerkirk.ca","url":"https://alion.io/company/westerkirk","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":82,"open_postings":11,"ghost_share":0,"stale_share":0.909,"repost_share":0,"time_to_fill_p50_days":17,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Calgary, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":45000,"max_usd":74000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":231},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-10-13T04:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T15:52:33Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Profile\nThe Customer Service Manager (CSM) serves as the primary liaison between De Havilland and its global aftermarket customer base. This role is responsible for managing customer relationships, processing parts orders, resolving service issues, and supporting strategic growth opportunities across multiple accounts, including airlines, lessors, MROs, and brokers. The CSM ensures customer satisfaction by aligning internal resources to deliver the right services at the right time, at the right value.\n\nAs a key part of the customer experience, the CSM is accountable for supporting both day-to-day operational needs and the long-term development of each customer account and must have the ability to support flexible working hours as part of a 24/7/365 operation.\n\nKey Responsibilities\nServe as the main point of contact for assigned customers, ensuring prompt, professional, and proactive communication.\nProvide strategic leadership to manage a portfolio of over eighty customers, including airlines, lessors, repair stations, and brokers, regarding their parts orders and accounts.\nOversee customer order processing, including: \nQuote generation and order entry.\nMaterial Return Authorizations (MRAs), exchanges, and repairs.\nBackorder tracking and delivery coordination.\nAccounts receivable follow-ups and discrepancy resolution\nMaintenance of customer master data and profiles\nInvestigate and resolve invoice, delivery, or quality issues in collaboration with Finance, Supply Chain, and Quality teams.\nLead customer-facing projects such as: \nInitial provisioning and start-up kits\nMobile Repair Team (MRT) events\nProduct or technological transitions\nContractual commitments and performance reviews\nRecognize and support opportunities for new or incremental business relationships.\nIdentify and pursue opportunities to grow existing accounts by understanding client needs, proposing value-added solutions. \nConduct and Produce reports for customer review meetings.\nAttend or present at customer-facing events.\nCollaborate closely with fellow Customer Account Managers to develop solutions for customer challenges.\nExercise sound judgement in decision-making, proposal recommendations, and escalate issues as required.\nIdentify opportunities to enhance process and procedures for increased efficiency and customer satisfaction.\nParticipate in workshops for new technology or process implementation.\nLiaise with other internal departments to support customer requirements.\nGather and analyze customer data to support the development of executive presentation materials.\n\nQualifications\nBachelor's degree, in Business, Marketing, Communications, or related field\nProject Coordination/Management Certification (CAPM/PMP) considered assets.\nContinuous Improvement Certification (LEAN/Six Sigma) considered an asset.\n5+ years of proven experience in customer service, sales, or account management.\n2+ years of Experience in the Aerospace industry (airlines, OEMs, contractors, etc.)\nExperience in logistics/supply chain considered an asset.\nExperience with ERP and CRM systems\n\nSkills\nStrong customer focus and proven relationship-building capabilities.\nExcellent interpersonal, verbal, and written communication skills.\nSound judgment and decision-making with a sense of ownership and urgency.\nConflict resolution and de-escalation skills.\nOrganized and detail-oriented; capable of managing multiple priorities and accounts.\nAnalytical mindset with the ability to interpret data and identify trends.\nProficient in Microsoft Office Suite; advanced Excel or Power BI skills are a plus.\nComfortable working cross-functionally in a fast-paced, customer-facing environment.\nDemonstrated ability to manage and complete projects.","description_format":"text","description_chars":3726,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Aerospace Manufacturing","Maintenance, Repair & Operations (MRO)"],"lifecycle":[{"event":"open","at":"2026-10-13T19:11:56Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":1,"expected_fill_days":17,"reasons":["conf:3","stale_co","win:early"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/westerkirk-customer-service-manager","json_url":"https://alion.io/job/westerkirk-customer-service-manager.json","meta":{"generated_at":"2026-10-14T16:19:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20728,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1319405},"rest":"https://alion.io/mcp/rest/get_company?id=1319405"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwesterkirk-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwesterkirk-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwesterkirk-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/westerkirk-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwesterkirk-customer-service-manager"}]}