Aviation Customer Support & Operations Specialist

Ga-Telesis; Twin Lakes (FL); On-site; USD 52,000 - 78,000; Full time

Job summary

GA Telesis, a global aviation solutions leader, is seeking a Customer Support Specialist for the Fort Lauderdale on-site team. You will support the Flight Solutions Group (FSG) and manage customer RMAs, returns, and related workflow tasks.

Work closely with Sales, Procurement, Repairs, and Logistics to ensure accurate billing, timely responses, and data-driven reporting on vendor performance, aging, and financial exposure.

Qualifications

• Minimum of 2 years of experience in customer service, customer support, or operations support role.
• Minimum of 1 year of experience in the aviation industry preferred, with exposure to MRO, parts, logistics, or aftermarket support considered a plus.
• Associate’s degree in business administration, marketing, aviation, finance, or a related field required; equivalent work experience may be considered.

Responsibilities

• Oversee and manage customer Return Material Authorization (RMA) processes, including detailed tracking, comprehensive reporting, and trend analysis.
• Prepare and present internal reports on RMA aging, exchanges, vendor performance, and financial exposure.
• Coordinate the sales exchange workflow by following up on core returns, obtaining required customer approvals, and ensuring accurate and timely billing.
• Collaborate closely with the accounting department to process late fees, outright charges, and credits related to exchange orders.
• Identify process gaps and inefficiencies within RMA and Exchanges workflows; propose and implement corrective actions.
• Track and support drop-shipments and PODs, proactively identifying and resolving overdue actions and tasks to maintain operational efficiency.
• Monitor and resolve non-conforming product issues by working cross-functionally with Procurement and Repair teams to ensure timely disposition and clearance.
• Support teardown activities by managing reconciliations, reviewing and approving invoices, and overseeing payment processing.
• Develop, track, and maintain supplier and vendor performance metrics, with a focus on warranty compliance, turnaround time, and overall service quality.
• Maintain and continuously improve standard operating procedures (SOPs) and work instructions related to customer support operations.
• Act as the primary liaison between Sales, Accounting, Procurement, Repairs, Logistics, and external vendors for issue resolution and escalation management.
• Support Sales and Program Management with order status updates, exception handling, and documentation as needed.

Skills

Microsoft Office

Excel

Power BI

SQL

Analytical thinking

Communication

Education

Associate degree

Tools

ERP systems

CRM systems

e-Commerce platforms

Job description

GA Telesis, a global aviation solutions leader, is seeking a Customer Support Specialist for the Fort Lauderdale on-site team. You will support the Flight Solutions Group (FSG) and manage customer RMAs, returns, and related workflow tasks.

Work closely with Sales, Procurement, Repairs, and Logistics to ensure accurate billing, timely responses, and data-driven reporting on vendor performance, aging, and financial exposure.