Customer Account Leader I

SUMMARY:  The Customer Account Leader I is responsible for handling multiple customer accounts and providing customers with quality service based on civil aviation articles in accordance with the current technical data provided in the manufacturers’ Instructions for Continued Airworthiness, Services Bulletins, service letters, Airworthiness Directives, government and industry standard practices, and other data acceptable to or approved by the FAA.

DUTIES & RESPONSIBILITIES:

Responsibilities include, but are not limited to:

• Managing repairs of multiple units for customer accounts through the shop and quoting customers through phone or email communication in a timely manner.
• Translating technical data from shop reports into quotations.
• Tracking each unit included in a specific client list to meet the advertised turn time.
• Quoting/RFQ items for customers.
• Cultivate and maintain strong relationships with aviation customers, understanding their MRO needs and providing proactive solutions.
• Serve as the main point of contact for customers, addressing inquiries, resolving issues, and ensuring timely and effective communication.
• Maintain recordkeeping for special pricing as it relates to the customer.
• Monitoring each unit included in a specific customer list to meet the advertised turn time.
• Maintain organized workstation.
• Handle proprietary documentation with care and confidentiality.
• Collaborate closely with internal teams, including operations, engineering, and quality assurance, to deliver high-quality MRO services and support.
• Be adaptable to the customers’ needs.
• Learn and retain all new service bulletins and AD’s that apply to each unit.
• Incorporate a sense of urgency in daily tasks and responsibilities, ensuring timely and efficient completion of objectives.
• Contract review of customer purchase orders.
• Developing organized customer purchase order folders to streamline document management and ensure accessibility of information.
• Other duties as assigned.

MINIMUM REQUIREMENTS (INCLUDES EDUCATION, EXPERIENCE, COMPETENCIES), ETC.): 

• High School diploma/GED equivalent.
• 2-3 years of relevant/technical work experience.
• Basic computer operating skills.
• Strong communication, negotiation, and problem-solving skills.
• Ability to manage multiple customer accounts and deliver results in a dynamic MRO environment.
• Proficiency in CRM software, Microsoft Office Suite, and technical MRO tools (PowerBI).
• Basic math skills.
• Proven capability to prioritize tasks effectively and maintain a structured organizational approach.
• Possess adept teamwork abilities, fostering productive collaboration with colleagues.
• An established history of dependability and punctuality, with a track record of maintaining excellent attendance and reliability.
• Willingness to learn and take on new challenges.
• Foster a positive attitude even in challenging situations.

PREFERRED REQUIREMENTS (INCLUDES PREFERRED EDUCATION, EXPERIENCE, COMPETENCIES), ETC.):

• Associates degree in related field.
• 3+ years of proven customer service experience.

OTHER (INCLUDE LICENSES, CERTIFICATIONS, SECURITY CLEARANCE, TRAVEL REQUIREMENTS, ETC.): 

• The selected applicant will be subject to a background check and drug testing.