Customer Service Representative (FTC)

StandardAero; Gosport; On-site; GBP 28,000 - 42,000; Full time

Job summary

StandardAero in Gosport, United Kingdom, is seeking a Customer Order Manager to oversee the end-to-end processing of customer orders and associated commercial processes within an aircraft MRO environment. You will liaise with customers, manage invoicing, and provide forecasting data while maintaining strong relationships and ensuring contract compliance.

The role requires extensive MRO experience, excellent communication, and the ability to travel within the UK and internationally as needed.

Qualifications

• Engineering qualifications at least NC level (essential).
• Extensive experience in aircraft MRO or similar industry (essential).
• Experience in MRO customer service or related field (essential).
• Strong mathematical skills (essential).
• Strong technical learning ability (essential).
• Familiarity with Windows, Word, Excel, MS Project and Bann ERP (essential).
• Diploma in business management (desirable).
• Accounting qualification (desirable).

Responsibilities

• Manage customer orders ensuring commercial aspects are captured accurately.
• Interface with customer to ensure timely authorization of tasks.
• Monitor invoicing and revenue to align with agreed processes.
• Produce order metrics and reporting for forecasting and invoicing.
• Collaborate with planning to keep forward demand reflected in systems.
• Support post-project reviews and capture commercial learnings.
• Develop and maintain customer relationships and effective communication channels.
• Carry out contract reviews to ensure compliance of requirements.

Skills

Relationship building

Interpersonal skills

Negotiation

Presentation skills

Time management

Education

NC level engineering qualifications

Experience in aircraft MRO environment

Business management diploma (desirable)

Accounting qualification (desirable)

Tools

Baan ERP

MS Project

MS Word

Excel

Job description

JOB DESCRIPTION

Be responsible for the management of the following;

• Processing of Customer orders ensuring that commercial aspects are captured correctly.
• Over and above task/Emergent work activity including PPE.
• Supervision of the CO16 Task Register.
• Liaise with customer to ensure tasks are authorised in a timely manner.
• Ensure any order queries are resolved in a timely manner.
• Define and produce order metrics and reporting as required.
• Ensure process is in place to capture all PO detail in Baan, to allow accurate forecasting and timely submission of all invoices.
• Take part in monthly finance review to ensure all invoicing / revenue is claimed in accordance with agreed process. These will include PRB, Aged Debtor Telecom and Aged WIP meeting.
• Work closely with planning to ensure demand/forward plan is current and correctly reflected in Baan.
• Monitor component project over runs, ensuring all O&A activity is claimed to ensure any additional work is charged to the customer and the company make the appropriate profit margins.
• Ensuring that continuation training is up to date and that packs are read and signed for.
• Be part of the Post Project Evaluation team, so any commercial lesson leant can be quickly implemented.
• Develop and manage Customer relationships, increasing Customer satisfaction and delivering a responsive and effective communication process. The VOTC reviews and regular Face to Face meetings will assist in this process.
• Carry out contract reviews to ensure compliance of contract requirements
• Monitor and report on status of unbilled and aged debtors, ensure adequate processes are in place to capture this.
• Manage post survey reports and carryout any necessary project reconciliation with the customer.
• Ensuring that continuation training is up to date and that packs are read and signed for.

Responsibilities

JOB DESCRIPTION

Be responsible for the management of the following;

• Processing of Customer orders ensuring that commercial aspects are captured correctly.
• Over and above task/Emergent work activity including PPE.
• Supervision of the CO16 Task Register.
• Liaise with customer to ensure tasks are authorised in a timely manner.
• Ensure any order queries are resolved in a timely manner.
• Define and produce order metrics and reporting as required.
• Ensure process is in place to capture all PO detail in Baan, to allow accurate forecasting and timely submission of all invoices.
• Take part in monthly finance review to ensure all invoicing / revenue is claimed in accordance with agreed process. These will include PRB, Aged Debtor Telecom and Aged WIP meeting.
• Work closely with planning to ensure demand/forward plan is current and correctly reflected in Baan.
• Monitor component project over runs, ensuring all O&A activity is claimed to ensure any additional work is charged to the customer and the company make the appropriate profit margins.
• Ensuring that continuation training is up to date and that packs are read and signed for.
• Be part of the Post Project Evaluation team, so any commercial lesson leant can be quickly implemented.
• Develop and manage Customer relationships, increasing Customer satisfaction and delivering a responsive and effective communication process. The VOTC reviews and regular Face to Face meetings will assist in this process.
• Carry out contract reviews to ensure compliance of contract requirements
• Monitor and report on status of unbilled and aged debtors, ensure adequate processes are in place to capture this.
• Manage post survey reports and carryout any necessary project reconciliation with the customer.
• Ensuring that continuation training is up to date and that packs are read and signed for.

TAA / ITAR Compliance. (If applicable)

• To become the Customer point of contact for all TAA / ITAR related issues.
  • Ensuring TAA is current and that obligations of agreement are being performed.
  • Ensuring applicable NDAs are drafted and signed.
  • Responsible for requesting and monitoring amendments to TAA

Authorities

• Financial and Commercial delegation.

Organisational Relationships

• Working directly for the Business Manager.
• Working closely with the Central Commercial team.
• Work effectively with colleagues and other internal BU/departments

Job Requirements: (e = essential / d = desirable)

Education And Training

• Relevant engineering qualifications as necessary to at least NC level; (e)
• Extensive experience of working within the aircraft MRO environment or similar industry; (e)
• Work experience in MRO customer service or related field; (e)
• Strong mathematical skills; (e)
• Strong technical learning ability; (e)
• Familiarity with Windows, Microsoft Word, Excel, MS Project and Bann ERP and be sufficiently IT literate to acquire knowledge of other computer programme software used throughout the business; (e)
• Possess or be willing to undertake a relevant business management qualification to Diploma level or above; (d)
• An accounting qualification. (d)

Technical Requirements

• Adept at building effective working relationships to benefit Customer needs
• Good interpersonal/communication skills – both written and verbal
• Negotiation and persuasion skills to be able to resolve Customer issues
• Presentation skills with an articulate and confident delivery style
• Self-motivated, and able to prioritise and manage own workload
• Meet the Company’s health screening and surveillance requirements.

Experience

• Full Driving Licence would be required
• Ability to work flexible hours with occasional overtime
• Willingness to travel within UK and Internationally where required
• Working in an office setting, spending extended periods of time sitting at a computer.
• Must be willing to walk to various areas throughout the facility, for which safety shoes would be required.

This is not an exhaustive list and from time to time additional responsibilities may be provided directly from your Line Manager.

About Us

Raising the Standard of Excellence since 1911

With over a century of proven excellence, StandardAero has become an industry leader in MRO services and customized solutions in the aerospace field. Our shared values and learning-based culture inspire our team to exceed their potential and power our customers’ missions worldwide. With on-the-job training, advancement opportunities, and excellent benefits, StandardAero invites you to experience a fulfilling and meaningful career with us.

Inclusivity Is Our Standard

It is StandardAero’s policy to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex (including transgender status, sexual orientation, and pregnancy) sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Our supportive environment celebrates diversity with no room for harassment or discrimination of any kind. We invite you to bring your authentic self to our team and experience our welcoming culture.