Senior Customer Support Representative

About the role

Columbia Helicopters is a 65-year-old provider of heavy-lift helicopter services. We design new aircraft, operate helicopters worldwide, and provide maintenance support to keep you ready for critical missions. Join us if you're passionate about aviation!

Responsibilities

• Serve as the senior customer interface for assigned strategic accounts and maintain professional, timely communication with customers.
• Manage strategic customer accounts, complex programs, and high-priority customer support activities from inquiry through completion.
• Coordinate complex repair, overhaul, and modification requests with Planning, Production, Technical Support, Quality, Finance, Contracts, and other support functions.
• Lead customer review meetings, status reviews, performance discussions, and follow-up actions for assigned accounts or programs.
• Support contract negotiations, contract administration activities, change management, and customer contract reference requirements as assigned.
• Mentor, train, and support Customer Support Representatives to promote process consistency, customer service standards, and effective communication practices.
• Coordinate AOG and urgent operational support activities, ensuring timely communication, escalation, and follow-through.
• Review quotations, project status reports, customer communications, and related documentation for accuracy, completeness, and alignment with customer and internal requirements.
• Monitor delivery dates, identify risks, and proactively communicate schedule impacts, recovery plans, and required decisions to customers and internal stakeholders.
• Drive continuous improvement initiatives based on customer feedback, internal ways of working, recurring issues, and process performance.
• Support business development and aftermarket growth initiatives through customer insight, account knowledge, and coordination of support activities.
• Maintain customer records, communication logs, quote files, contract references, and related documentation in accordance with department processes.
• Conduct oneself in accordance with Company’s Core Values.

Requirements

• A high school diploma or equivalent required; an associate degree or additional business, aviation, technical, or customer support training preferred.
• 5+ years of customer support, account management, program coordination, aviation, MRO, aftermarket services, contract administration, or related experience preferred.
• Experience managing strategic accounts, complex customer requests, repair or overhaul coordination, or multi-step customer support processes preferred.
• Ability to communicate professionally with customers by phone, email, and in meetings, including review meetings and performance discussions.
• Strong organization, follow-through, judgment, attention to detail, and ability to manage competing priorities and time-sensitive customer needs.
• Experience preparing, reviewing, or supporting quotes, project status reports, work orders, customer communications, contract references, or similar documentation.
• Ability to mentor, train, and support team members while promoting process adherence and consistent customer support practices.
• Ability to work cross-functionally with Planning, Production, Finance, Quality, Technical Support, Contracts, Business Development, and other support functions.
• Proficiency with Microsoft Office Suite, especially Outlook, Excel, and Word.

Qualifications

• High school diploma or equivalent required.
• Additional business, aviation, technical, or customer support training preferred.
• 5+ years of customer support, account management, program coordination, aviation, MRO, aftermarket services, contract administration, or related experience preferred.
• Experience managing strategic accounts, complex customer requests, repair or overhaul coordination, or multi-step customer support processes preferred.
• Ability to communicate professionally with customers by phone, email, and in meetings, including review meetings and performance discussions.
• Strong organization, follow-through, judgment, attention to detail, and ability to manage competing priorities and time-sensitive customer needs.
• Experience preparing, reviewing, or supporting quotes, project status reports, work orders, customer communications, contract references, or similar documentation.
• Ability to mentor, train, and support team members while promoting process adherence and consistent customer support practices.
• Ability to work cross-functionally with Planning, Production, Finance, Quality, Technical Support, Contracts, Business Development, and other support functions.
• Proficiency with Microsoft Office Suite, especially Outlook, Excel, and Word.

Skills

• Customer support and process expertise.
• Strategic account management.
• Complex program coordination.
• Aviation and MRO experience.
• Contract administration and negotiation.
• Team mentoring and training.
• Multi-functional coordination.
• Microsoft Office Suite proficiency.

Benefits

Competitive Pay & Strong Benefits: Medical, dental, and vision coverage, retirement plans with company contributions, paid time off, and employee wellness resources.

Growth & Career Development: Training and development opportunities, internal mobility, and leadership support.

Purpose-Driven Culture: Work that matters, continuous learning, and long-term career growth.

A Team That Has Your Back: Collaborative, inclusive environment fostering respect, encouragement, and support.

Pay

Competitive salary based on experience and qualifications.

Schedule

Full-time position with flexible scheduling to accommodate mission-critical operations.