Customer Service Representative (691)

SUMMARY: The Customer Service Representative is responsible for handling multiple customer accounts and providing customers with quality service based on civil aviation articles in accordance with the current technical data provided in the manufacturers’ Instructions for Continued Airworthiness, Services Bulletins, service letters, Airworthiness Directives, government and industry standard practices, and other data acceptable to or approved by the FAA.

DUTIES & RESPONSIBILITIES:

Responsibilities include, but are not limited to:

• Communicate with customers by telephone or email to provide information about products or services.
• Understand and transmit financial and technical information to internal and external customers.
• Keep records of customer interactions or transactions; record details of inquiries, complaints, or comments, as well actions taken.
• Formulate and enter accurate and precise work orders.
• Establish and maintain a trusting, positive and profitable relationship between the customer(s) and the Company.
• Provide support for other departments with accurate and timely information to ensure customer expectations are met in an effective and professional manner.
• Prepare, review and present estimates, including different pricing options, detailed letters, and reports.
• Other duties as assigned.

MINIMUM REQUIREMENTS:

• Associate’s degree in Business, Communications, Aviation, or a related field.
  • or an additional two years of relevant experience in lieu of a degree.
• 2 years of relevant customer service experience in a professional or technical environment.
• Experience supporting customers via phone and email, including issue resolution and follow-up.
• Working knowledge of basic business systems such as ERP, CRM, or order management systems.
• Strong written and verbal communication skills, including professional email and phone etiquette.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.

PREFERRED REQUIREMENTS:

• 4 years of customer service experience within aviation, aerospace, MRO, manufacturing, or another technical or regulated environment.
• Familiarity with aviation or technical terminology and repair or service workflows.
• Experience working cross functionally with internal teams such as production, quality, engineering, and shipping.
• Advanced proficiency in ERP systems and reporting tools (for example, quoting, work packages, order status).
• Experience supporting airline, military, or OEM customers.

OTHER:

• The selected applicant will be subject to a background check and drug testing.