What are the responsibilities and job description for the Customer Service Representative position at Van's Aircraft, Inc.?
Customer Service Representative
Join the Team at Van’s Aircraft – Where Passion Takes Flight
Van’s Aircraft is the world leader in kit aircraft manufacturing, known for our quality, community, and commitment to aviation. We’re seeking a highly motivated and detail-oriented Customer Service Representative to be the friendly voice and helpful hand guiding our customers through their journey—from ordering aircraft kits and parts to answering questions post-delivery. This position is key to providing a professional, efficient, and responsive experience for our builders and pilots.
Your Mission, Should You Choose to Accept:
Respond to customer inquiries via phone, email, and ticketing system (Zendesk) with professionalism, accuracy, and care.
Accurately enter and process customer orders using Magento and Syspro, ensuring all order details are complete and correct.
Monitor, manage, and resolve open support tickets—troubleshooting issues, following up on outstanding requests, and escalating complex cases when needed.
Assist customers with questions about product availability, order status, shipping timelines, returns, and general product information.
Interpret and explain policies around payment, order changes, returns, and warranty support.
Maintain clear records of customer interactions and transactions, logging information in appropriate systems.
Coordinate with the shipping, production, accounting, and tech support teams to ensure smooth handoffs and prompt resolution of issues.
Identify trends or repeat issues in customer feedback and propose process improvements.
Participate in training and stay current on Van’s product offerings, policies, and tools.
Contribute to the creation and improvement of customer-facing support documentation and internal workflows.
What You’ll Bring to the Team:
2 years of experience in customer service, retail, order management, or technical support, preferably in a manufacturing or eCommerce environment.
Familiarity with Zendesk (or similar CRM/ticketing tools), Magento (or other eCommerce platforms), and ERP systems like Syspro preferred.
Strong communication skills—clear, patient, and empathetic in both spoken and written forms.
High attention to detail and a commitment to accuracy in order entry and issue tracking.
Comfortable working with multiple systems and screens simultaneously.
Ability to learn technical product information and translate it into customer-friendly language.
A calm and solution-oriented attitude, especially when resolving issues under pressure.
Passion for aviation is a plus—but curiosity and a willingness to learn will go far.
Work Environment:
Full-time, on-site at Van’s Aircraft headquarters in Aurora, Oregon.
Standard office hours with occasional need to support customer events or high-volume periods.
Collaborative, fast-paced team environment that values initiative, communication, and accountability.
Hands-on training with support systems and regular engagement with our production and technical teams to deepen your product knowledge.
About Van's Aircraft, Inc.
Van's Aircraft, founded in 1973 by Richard VanGrunsven, leads in designing and manufacturing high-performance kit aircraft. With a strong reputation for innovation and excellence, Van's is based at Oregon’s Aurora State Airport (KUAO) and is home to a dedicated team of about 110 employees. We are committed to improving our products to meet the highest standards of safety, quality, and performance. As Van's continues to grow, we’re expanding our capabilities and exploring new opportunities in aviation, creating exciting career potential. We value cross-departmental collaboration, providing visibility into how your role contributes to our collective success. We offer a comprehensive benefits package, including paid time off, holidays, health, dental, vision, life and short-term disability insurance, a 401K plan, and access to an employee flying club.
