Customer Care Manager

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 designed, engineered, and built at one of our nine worldwide facilities. As part of ALVEST, a global collection of businesses, TLD benefits from strong leadership and product positioning in commercial, general aviation, air cargo, and military aviation. Our technology-driven equipment prioritizes safety, efficiency, and total cost of ownership for our customers. A career at TLD offers unique opportunities for growth and achievement within a stable, family-focused environment supported by a talented global team.

About the Role

The Customer Care Manager leads a team of Customer Service Representatives in delivering exceptional service to customers across the region. This role ensures operational efficiency, team performance, and customer satisfaction while serving as a strategic partner in improving sales, service processes, and regional spare parts logistics. As part of the dynamic TLD Spare Parts America team, the Customer Service Manager cultivates a collaborative, customer-driven culture committed to long-term partnerships and rapid spare parts delivery through our global network.

Responsibilities

• Team Leadership & Development
  • Lead, coach, and develop a high-performing customer service team.
  • Provide training on systems, processes, and product knowledge.
  • 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 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 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 a seamless customer experience.

Requirements

• 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 up to 25%.
• Proficiency in Microsoft Excel is required.
• Bachelor’s degree required.

Schedule

Full-time, 8 hours/day, onsite.