Customer Service Representative

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.

Responsibilities

• Manage repairs of multiple units for customer accounts, generate work orders, quotations, RFQ submissions with suppliers, invoicing, and finalize completed work orders daily.
• Translate technical data from shop reports into quotations under the guidance of maintenance manuals.
• Respond promptly to customer inquiries and provide accurate, reliable information related to aviation products or services.
• Handle and resolve technical issues and concerns raised by customers via phone, email, or other communication channels.
• Develop and maintain a deep understanding of the company's aviation products, services, and technical specifications.
• Multitask handling a high volume of calls/emails while prioritizing repair orders.
• Problem‑solve, identify issues, and implement optimal solutions to meet customer expectations.
• Actively participate in process improvement initiatives as directed or assigned.
• Other duties as assigned.