$30.00-35.00/hour

1^st Shift

6-Month Contract to Permanent

SUMMARY:

The Customer Services Administrator (CSA) is responsible for managing commercial repair accounts by providing excellent customer support and ensuring smooth order processing. This role serves as the primary point of contact for customers, coordinating repair orders, tracking shipments, and managing communication between customers, internal teams, and service centers. The CSA monitors performance and delivery, investigates complaints, and ensures compliance with warranty or maintenance agreements. They also ensure repair documentation, invoicing, and quality requirements are met, while maintaining strong relationships with customers to support their needs and expectations. Attention to detail, problem-solving skills, and knowledge of aerospace repair processes are essential to effectively manage the repair lifecycle and contribute to customer satisfaction.

ESSENTIAL FUNCTIONS:

• Manage assigned customer accounts for parts returned for service or replacement, ensuring customer performance and delivery requirements are met.
• Provide solutions to customer issues affecting cost or schedule, negotiating across customers, products, and internal teams.
• Focus on repair processes and stock allocation to maximize service levels; communicates to the customers new repair schedules as needed.
• Lead weekly reviews with customers to discuss open backlog, delivery dates, recovery dates, and recovery plans when necessary.
• Investigate and resolve claims, complaints, and billing discrepancies, coordinating with technical and quality teams.
• Approve special price quotes, allowances, and warranty amendments; assess scope changes and consult management on credits.
• Analyze data to recommend process improvements and support new aircraft maintenance agreements.
• Serve as primary customer contact, coordinating visits, presentations, and audits; maintain strong customer relationships.
• Support critical priority services such as aircraft-on-ground situations.
• Maintain professional knowledge through training and industry involvement; ensure compliance with aerospace regulations.
• Share expertise, represent the company on projects, and contribute to team and cross-functional initiatives.

QUALIFICATIONS:

• Bachelor's Degree (BA) in Business Administration which has provided both theoretical and practical knowledge in the field.
• Demonstrated ability to perform the essential functions of the job typically acquired through (3) three or more years of directly related experience in technical product customer support or contract administration.
• Knowledge of warranty and maintenance agreements, industry practices, regulations, and policies.
• Knowledge of legal and regulatory requirements related to the aerospace industry and government procurement, if applicable.
• May require knowledge of international trade and export
• Maintains a thorough knowledge of our products and customers.
• Knowledge of and ability to effectively apply implement continuous improvement principles and techniques.
• Proficient with standard business application software and specialized data analysis or materials systems (e.g., Electronic Data Interface (EDI) or Manufacturing Resource Planning (MRP) systems).
• Ability to work on a variety of problems of moderate scope and complexity where analysis of the situation or data requires thorough identification of factors and analysis of impact; work within general work objectives; evaluate alternative solutions that may require coordination across multiple teams.
• Ability to read, analyze, and interpret policies and contracts or agreements, and recommend changes to procedures.
• Ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to negotiate effectively to obtain best prices and terms on repairing, replacing, and delivering products and services.
• Ability to effectively communicate and present information to team members, team leaders, and customers.
• Ability to effectively demonstrate team member competencies and participate in goal setting, performance feedback, and self-development activities.