Customer Support Representative

For over 65 years, Columbia Helicopters has been a trusted provider of heavy-lift helicopter services. We create new aircraft, fly heavy-lift helicopters around the world, and provide maintenance support to ensure you are mission-ready for critical operations.

About the role

We are looking for a Customer Support Representative to serve as the day-to-day customer interface for assigned accounts and support the customer experience from initial inquiry through quotation, repair or overhaul execution, delivery, and invoice resolution. This position is responsible for timely customer communication, accurate processing of requests, coordination with internal teams, and maintaining clear records throughout the service process.

Responsibilities

• Serve as the primary customer interface for assigned accounts and maintain professional, timely communication with customers.
• Address customer concerns, questions, and service needs in a timely manner, escalating issues when appropriate.
• Receive, review, and process requests for quote, repair requests, and service inquiries.
• Track work orders and provide accurate status updates to customers and internal stakeholders.
• Coordinate with Planning, Production, Technical Support, Quality, Finance, or other support functions to obtain accurate information and resolve customer needs.
• Manage customer communications throughout the repair, overhaul, or ongoing service process.
• Schedule customer meetings, status reviews, and follow-up discussions as needed.
• Prepare quotations and coordinate internal review and approval prior to customer submission.
• Monitor delivery dates, identify potential risks, and proactively communicate schedule impacts or recovery plans to customers.
• Maintain customer records, communication logs, quote files, and related documentation in accordance with department processes.
• Support invoice resolution, contract administration activities, and customer account follow-up as assigned.
• Identify recurring customer issues and share feedback with the Manager of Customer Support to support process improvement.
• AOG/Emergency coordination on call outside of work hours on a predefined calendar (roughly 1 week per month).
• Conduct oneself in accordance with Company’s Core Values.
• Perform other duties as assigned.

Requirements

• 2+ years of customer support, customer service, account coordination, administrative support, aviation, MRO, aftermarket services, or related experience preferred.
• High school diploma or equivalent required; associate degree or additional business, aviation, or technical training preferred.
• Ability to communicate professionally with customers by phone, email, and in meetings.
• Strong organization, follow-through, and attention to detail.
• Ability to manage multiple requests, competing priorities, and time-sensitive customer needs.
• Experience preparing or supporting quotes, work orders, service requests, customer records, or similar documentation.
• Ability to work cross-functionally with Planning, Production, Finance, Quality, Technical Support, and other support functions.
• Proficiency with Microsoft Office Suite, especially Outlook, Excel, and Word.

Schedule

Wednesday - Sunday, 7:00pm - 3:30am.

Benefits

• Competitive pay and comprehensive benefits package including medical, dental, and vision coverage.
• Retirement plans with company contributions.
• Paid time off and employee wellness resources.
• Training and development opportunities, internal mobility, and leadership support.
• Collaborative, inclusive environment with a focus on respect and support.

About Us

At Columbia, we believe great people do their best work when they feel supported, challenged, and valued. We’re more than a workplace, we’re a team built on trust, collaboration, and a shared commitment to doing meaningful work. Your work matters here, contributing to our broader mission and empowering you to make an impact, share ideas, and help shape the future of the company.