Customer Care Representative

The Recruitment Company; Chicago (IL); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

401(k)

Paid time off

Company holidays

Training & development

International exposure

Job summary

The Recruitment Company invites applications for a Customer Care Representative to join a global organisation in the Ground Support Equipment and aviation sector. You will be the day-to-day contact for customers, handling service requests, technical inquiries, quotations, orders and warranty matters.

Working with the Customer Service, Area Sales Managers, Spare Parts and Technical Support teams, you will record, communicate and follow up actions to ensure timely resolution in a fast-paced,

Qualifications

• Experience in customer service, care, service coordination, or after-sales support.
• Experience in technical, engineering, manufacturing, aviation or industrial equipment environments preferred.
• Direct experience with B2B customers is advantageous.
• Strong customer-service mindset with ownership of requests and follow-through.
• Excellent written and verbal communication and attention to detail.
• Ability to manage multiple requests in a fast-paced environment.
• Experience using ERP/CRM or similar systems is advantageous.
• Proficient with Microsoft Office.

Responsibilities

• Act as a day-to-day contact for assigned customers, ensuring enquiries are acknowledged and progressed promptly.
• Provide responsive support across service, technical and after-sales requirements.
• Maintain regular communication on outstanding requests and resolution times.
• Follow up on open issues and inform customers of progress.
• Coordinate with internal departments to resolve customer concerns.
• Maintain records of customer service activity and follow-ups.
• Participate in service calls and meetings as required.
• Support actions arising from customer service reviews.

Skills

Customer service

Communication

Organization

Microsoft Office

ERP/CRM systems

B2B experience

Technical knowledge

Tools

CRM software

ERP software

Microsoft Excel

Job description

About the job Customer Care Representative

About the Role:

We are recruiting for a Customer Care Representative (CCR) to join a global organisation operating within the Ground Support Equipment (GSE) and aviation industry.

The Customer Care Representative will support the Regional Customer Service team in delivering a high level of service to customers across the assigned region.

Acting as a key day-to-day point of contact, you will support customers across service requests, technical enquiries, quotations, orders, warranty matters and wider after-sales requirements.

You will work closely with Customer Service, Area Sales Managers, Spare Parts, Technical Support, Service teams and manufacturing facilities to ensure customer requests are accurately recorded, communicated and followed through to resolution.

Key Responsibilities

Customer Service

• Act as a day-to-day point of contact for assigned customers, ensuring enquiries and service requests are acknowledged and progressed promptly.
• Provide responsive and professional customer support across service, technical and after-sales requirements.
• Maintain regular communication with customers regarding outstanding requests, actions and expected resolution times.
• Proactively follow up on open customer issues and keep customers informed of progress.
• Support the resolution of customer concerns by coordinating with the appropriate internal departments.
• Maintain visibility of ongoing customer service activity and ensure appropriate follow-up is completed.
• Participate in customer service calls and meetings when required.
• Support the preparation and follow-up of actions arising from customer service reviews.

Service & Technical Support Coordination

• Receive and accurately record customer technical and service requests.
• Coordinate customer requirements with Service, Technical Support and manufacturing teams.
• Support the coordination of service interventions, commissioning activities, repairs and other field-support requirements.
• Follow up internally on technical cases to ensure actions are progressing.
• Communicate technical and service updates to customers based on information provided by the relevant technical teams.
• Support technical and logistical solutions aimed at minimising equipment downtime.
• Assist with the communication and follow-up of Service Bulletins and other relevant technical information.
• Ensure service-related documentation and customer communications are accurately recorded within the appropriate systems.

Warranty & Customer Claims

• Support the processing and follow-up of customer warranty claims.
• Ensure warranty requests and supporting information are accurately recorded and passed to the appropriate teams.
• Follow up on outstanding warranty cases and keep customers informed of progress.
• Support the coordination of customer complaints and product-related issues.
• Assist with gathering customer information required for root-cause analysis and corrective actions.

Quotations & Order Support

• Respond to customer requests for quotations and ensure they are processed accurately and within agreed timescales.
• Support the processing and follow-up of customer orders relating to service and after-sales requirements.
• Maintain accurate records of quotations, orders and associated customer documentation.
• Follow up on open orders and provide customers with appropriate status updates.
• Liaise with Spare Parts, Logistics, Service and other internal teams regarding product availability, lead times and delivery requirements.
• Ensure customers are informed of any changes or delays affecting their requirements. Customer Care Representative - Customer Care Representative -

Customer & Service Administration

• Accurately document customer requests, service activities, actions and communications.
• Maintain accurate and up-to-date customer records.
• Monitor outstanding actions and ensure appropriate follow-up takes place.
• Support the preparation of customer service reports, open-action reports and other service documentation.
• Assist with the preparation of information for customer service reviews and KPI reporting.
• Support the tracking of customer service performance and identify overdue actions requiring escalation.
• Maintain appropriate documentation to provide clear traceability of customer requests and completed actions.

Cross-Functional Coordination

• Work closely with Area Sales Managers, Spare Parts, Technical Support, Service and manufacturing teams.
• Coordinate internally to ensure customer requests reach the appropriate department and receive timely attention.
• Maintain clear communication between customers and internal stakeholders.
• Support Sales and Customer Service teams with information relating to ongoing customer activity.
• Contribute to a coordinated approach to customer support across the wider organisation.

Requirements & Experience

The successful candidate will ideally have:

• Previous experience within customer service, customer care, service coordination, technical support coordination or after-sales support.
• Experience within a technical, engineering, manufacturing, aviation or industrial equipment environment would be preferred.
• Previous experience working directly with B2B customers.
• A strong customer-service mindset with the ability to take ownership of requests and follow them through to completion.
• Strong organisational and follow-up skills.
• Excellent written and verbal communication skills.
• The ability to communicate effectively with customers, technical teams and internal departments.
• Excellent attention to detail and the ability to maintain accurate customer and service records.
• The ability to manage multiple requests and priorities within a fast-paced environment.
• Confidence working with technical information and coordinating enquiries with subject-matter experts.
• Experience using ERP, CRM, service-management or similar business systems would be advantageous.
• Good working knowledge of Microsoft Office.
• Fluency in English, both written and spoken.

Preferred Industry Experience

Experience in any of the following areas would be particularly advantageous:

• Aviation or aerospace
• Technical manufacturing
• Aftermarket parts and services
• Technical troubleshooting and customer support
• Warranty and claims
• Field service
• Commissioning and repairs
• Customer service KPIs and performance reporting

What's on Offer

This is an excellent opportunity to join an established international organisation operating within the aviation and Ground Support Equipment industry, supporting customers across a technical and fast-moving environment.

The package includes:

• 401(k)
• Paid time off and company holidays
• Training and ongoing professional development
• Exposure to an international aviation, technical and manufacturing environment
• A collaborative environment with exposure to Customer Service, Sales, Engineering, Service and Manufacturing teams