SUPV-SPARES CUSTOMER SVC

Why Join Us?

Impactful Work: Your expertise will directly contribute to the safety and efficiency of our operations.

Growth Opportunities: We support your professional development and offer opportunities for advancement.

Serviced Environment: Work with a team of dedicated professionals who are passionate about aviation.

About the Role

Under the direction of the Sr. Manager, Spares Sales, Marketing, and Customer Service, this role manages assigned customer accounts within a designated territory. The position is responsible for overseeing spare parts order activity by monitoring orders, backorders and core due-ins, providing accurate shipping updates, resolving customer inquiries and account disputes, and ensuring timely follow-up on AOG and other critical orders.

This role also performs administrative support functions, including management and coordination of employee schedules and shifts when applicable. Serving as the primary point of contact, the role provides guidance, support, and day-to-day coordination for team members to ensure consistent service delivery and customer satisfaction.

Minimum Requirements

• Four-year college degree or equivalent experience.
• Five years Customer Service experience.
• Five years' experience in general aviation industry in Customer Service.
• Intermediate knowledge of Microsoft Office.
• Communicate effectively and professionally with internal and external customers.
• Excellent verbal and written communication skills.
• Strong listening skills.
• Capable of working effectively as part of a team.
• Ability to make decisions that balance customer needs with achieving Spares’ established goals.
• Exceptional organizational and follow-up skills.

Principal Duties/Responsibilities (essential Functions)

• Manage all administrative functions of the team (Orders, Backorders, CDI, MAD Documents, Invoice Disputes, AOG requirements, etc.) of DFJ customers to ensure customer satisfaction and DFJ’s financial and business requirements are met.
• Monitor, train and manage the flow of emails and calls through the system to ensure calls and emails are accessible to the Customer Service Team.
• Administrative tasks related to the Customer Service coverage schedule.
• Audit and create work instructions when necessary.
• Review customer calls and emails for quality and compliance with our customer service standards.
• Provide training for new employees and recurrent training for existing employees – this includes coordinating training for the team by other departments.
• Manage credit and debit invoices when submitted by the team.
• Manage territorial leadership by assigning tasks, setting priorities, and guiding the team to complete the territory’s administrative needs.
• Create and deliver annual performance evaluations to direct reports.
• Review customer financial statements and assist with resolution of any disputes reported by customers.
• Collaborate with internal teams to address order or account-related issues.
• Maintain compliance with company policies and procedures during all customer interactions.
• Identify and recommend process improvements to enhance customer experience and operational efficiency.
• Work closely with the Operations Manager to assure continuity of customer service during off-hours and verify that parts are received or shipped out based upon customers’ needs.
• Aid customers in obtaining information from other DFJ departments or vendors.
• Support employees during off hours when applicable.
• Perform additional duties assigned to meet business objectives.
• Attend trade shows.
• Attend meetings with customers.

Additional Desired Qualifications

• Experience with customer service management practices.
• Working knowledge of SAP or CRM applications.
• Valid driver’s license.

Compensation and Benefits

The compensation for this position typically falls between $80,000 and $100,000 per year. This position is not eligible for overtime. Note: the final compensation offered to a successful candidate will depend on several factors that may include but are not limited to the type and years of relevant experience, Falcon-specific experience, relevant education/certifications, geographic location, and shift.

Our total compensation package also offers comprehensive healthcare coverage (Medical/Prescription, Dental, Vision), HSA and FSA options, 401k Plan with Company Match, Life Insurance, Disability Benefits, Supplemental Insurance, Group Legal, Paid Time Off, Tuition Reimbursement, Employee Discounts and much more.