Customer Service Representative

SUMMARY: The Customer Account Leader I 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:

• Managing repairs of multiple units for customer accounts through the shop and quoting customers through phone or email communication in a timely manner.
• Translating technical data from shop reports into quotations.
• Tracking each unit included in a specific client list to meet the advertised turn time.
• Quoting/RFQ items for customers.
• Cultivate and maintain strong relationships with aviation customers, understanding their MRO needs and providing proactive solutions.
• Serve as the main point of contact for customers, addressing inquiries, resolving issues, and ensuring timely and effective communication.
• Maintain recordkeeping for special pricing as it relates to the customer.
• Monitoring each unit included in a specific customer list to meet the advertised turn time.
• Maintain organized workstation.
• Handle proprietary documentation with care and confidentiality.
• Collaborate closely with internal teams, including operations, engineering, and quality assurance, to deliver high-quality MRO services and support.
• Be adaptable to the customers’ needs.
• Learn and retain all new service bulletins and AD’s that apply to each unit.
• Incorporate a sense of urgency in daily tasks and responsibilities, ensuring timely and efficient completion of objectives.
• Contract review of customer purchase orders.
• Developing organized customer purchase order folders to streamline document management and ensure accessibility of information.
• Other duties as assigned.