Specialist Customer Service Manager – Aircraft MRO

Job Title: Customer Service Manager – Aircraft Maintenance, Repair, and Overhaul (MRO) Specialist

About the Client:

Our client is a rapidly expanding FAA authorized aviation service provider, with a robust presence spanning ten locations across North America. Established in the early 1990s, our company prides itself on a team of highly skilled and seasoned professionals who consistently surpass goals and prioritize people. We offer competitive salaries, industry-leading benefits, and foster a culture of continuous improvement and career advancement within the dynamic Aircraft Maintenance Industry. We invite individuals who resonate with our values to embark on a rewarding journey with our team.

Summary:

We are seeking a highly motivated Customer Service Manager with a specialization in Aircraft Maintenance, Repair, and Overhaul (MRO). In this role, you will lead various customer service initiatives, engaging directly with internal and external stakeholders. As a Customer Service Manager specializing in Aircraft MRO, you will collaborate closely with production, shipping, executive management, and customers to ensure optimal satisfaction. This opportunity is ideal for individuals passionate about customer service and eager to contribute to a winning team while fostering personal growth and development.

Responsibilities:
* Regularly report production status and forecasts to production leadership and team, ensuring alignment with customer needs.
* Collaborate with Operations and Purchasing to develop, manage, and monitor customer-centric throughput plans aimed at reducing turn times and promoting first-in-first-out (FIFO) service.
* Manage optimal stock-level maintenance from the customer’s perspective, contributing to strategic decision-making.
* Partner with leadership to prioritize critical initiatives, projects, and goals.
* Work closely with the sales team to facilitate clear and effective communication with customers.
* Address and resolve complex customer requests or issues promptly.
* Ensure timely and accurate customer invoicing.
* Provide support to outside sales on quotes and new opportunities.
* Assist in shipping and receiving material as needed.
* Perform additional duties as assigned.

Requirements:

* Minimum of 2+ years of experience in customer service or a related field.
* Bachelor’s degree in Business, Communications, or a related field.
* Self-motivated, driven individual dedicated to enhancing the customer experience.
* Exceptionally organized and detail-oriented, capable of managing multiple projects simultaneously, often under tight deadlines.
* Proficiency in MS Office and experience with ERP systems (Quantum preferred).
* Outstanding communication skills.
* Strong team player mentality.
* Experience in aviation repair and overhaul, though not required.