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VSE Aviation · 1 week ago

Sr. Customer Service Representative

Augusta, KS

Full-time

Onsite

Senior Level

VSE Aviation is seeking a Senior Customer Service Representative who will provide advanced technical support to customers in the aviation sector. The role involves addressing complex inquiries, building customer relationships, and collaborating with sales teams to enhance customer service processes and efficiency.

AerospaceIndustrialManufacturing

Responsibilities

Provide expert-level technical support to customers, addressing complex inquiries, troubleshooting intricate issues, and ensuring timely and effective problem resolution

Build and maintain strong relationships with key customers, understanding their unique technical requirements, and ensuring their needs are met or exceeded

Collaborate with sales and account management teams to address technical aspects of customer accounts and identify opportunities for upselling or cross-selling

Develop and maintain comprehensive documentation, including technical guides, troubleshooting procedures, and FAQs, to assist both customers and team members

Proactively identify opportunities to improve customer service processes, technical support workflows, and overall efficiency

Collaborate with cross-functional teams to implement improvements and enhance the customer experience

Managing repairs of multiple units for customer accounts, generation of work orders, quotations, RFQ submissions with suppliers, invoicing and finalizing completed work orders daily

Translating technical data from shop reports into quotations under the guidance of maintenance manuals

Respond promptly to customer inquiries and provide accurate, reliable information related to aviation products or services

Handle and resolve technical issues and concerns raised by customers via phone, email, or other communication channels

Develop and maintain a deep understanding of the company's aviation products, services, and technical specifications

Able to multitask, handling a high volume of calls/emails while prioritizing repair orders

Ability to problem solve, identify issues, and implement best solutions to meet customer expectations

Actively participate in process improvement initiatives as directed or assigned

Other duties as assigned

Qualification

Technical supportAviation knowledgeCustomer relationship managementDocumentation skillsProblem solving

Required