MRO Customer Service Representative

About the role

Cargo Repair, an FCAH Aerospace brand located in Louisville, KY, is seeking a dedicated MRO Customer Service Representative to support customer accounts, coordinate order fulfillment and service requests, and ensure seamless experiences for our global customer base.

Responsibilities

• Serve as the primary customer point of contact for assigned accounts and work orders
• Respond promptly and professionally to customer inquiries via phone and email
• Provide accurate and proactive updates on work order status, turnaround times, and delivery commitments
• Support time-sensitive and AOG-related customer requests with urgency and attention
• Receive, open, and manage work orders from intake through completion and shipment
• Cook up closely with Operations, Supply Chain, and Quality to support timely repair execution
• Monitor work order progress and identify potential delays or issues impacting customer commitments
• Ensure customer requirements, instructions, and documentation are accurately captured in the system
• Promote and upsell additional services and exchanges
• Prepare accurate repair and service quotations using historical data, standard pricing, and company policies
• Submit quotes to customers in a timely manner and follow up to obtain approvals
• Convert approved quotes into active work orders and ensure proper execution
• Aid in resolving billing questions, discrepancies, and customer inquiries
• Maintain organized electronic and physical records in compliance with company and regulatory requirements
• Work closely with internal teams to align customer expectations with operational execution
• Communicate customer priorities, special requirements, and changes to relevant stakeholders
• Escalate issues appropriately when customer commitments are at risk
• Follow established customer service procedures and workflows
• Identify recurring issues, errors, or inefficiencies and provide feedback to leadership
• Support implementation of improvements aimed at increasing efficiency, accuracy, and customer satisfaction
• Perform additional tasks as assigned to support business needs and changing priorities

Requirements

• Associate’s degree in Business, Aviation Management, or a related field
• 2+ years of experience in sales, customer service, or account management
• Aviation MRO, aftermarket, or regulated industrial experience
• Strong organizational and planning skills
• Ability to multi-task
• Strong communication skills with ability to work with all personnel across multiple departments
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Ability to learn proprietary software and manage CRM data effectively
• Self-motivated and goal-oriented, with a passion for providing exceptional customer experiences
• Attention to detail and a proactive approach to identifying and solving operational challenges