Customer Service Account Representative

BP Aero Services LLC; Irving (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

BP Aero Services LLC is seeking a Customer Service Account Representative to interact with customers regarding order status, quotes, and issue resolution via email and phone, using the ERP system. Ideal candidates have 1–2 years of customer service experience, aerospace familiarity, and an associate or bachelor’s degree in business or related fields.

The role is full-time in Irving, Texas, with a focus on accuracy, proper pricing, and responsive support.

Qualifications

• 1-2 years of customer service experience managing customer accounts.
• Aerospace experience is a plus.
• An associate or bachelor’s degree in business administration, Supply Chain, Aviation Management, or related field preferred.
• High School Diploma or equivalent required.
• Previous experience using ERP computer systems including using "hot keys" and quick navigation.
• Quantum Component Control experience a plus.
• Experience in Aerospace or MRO component repair shop preferred but not required.
• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.
• Strong time management and multitasking skills.
• Subject to pre-employment, post-accident, and reasonable suspicion drug and alcohol testing in compliance with company policies.

Responsibilities

• Manage strategic account relations for up to 20-30 customer accounts. Proactively communicate using telephone, email, online chat, or in person methods to provide support and information.
• Use component expertise to provide accurate quotes, determine timelines, provide status updates, and reports for customers.
• Analyze customer requirements and account profitability to determine appropriate pricing tier and quote strategy; exercise discretion in applying standard vs. negotiated pricing.
• Review and analyze repair orders and customer specifications for shipping instructions, exercise independent judgment to determine optimal fulfillment approach based on cost-service tradeoffs and account profitability.
• Use best judgement to prioritize customer order fulfillment, based on customer tiers and business needs, and current volumes.
• Determine and coordinate resolution for any warranty or customer concessions using best judgement.
• Use knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or facilitate resolution by coordination with appropriate departments to resolve specific issues.
• Ensure compliance with export regulations, customer contracts, and aviation quality standards.
• Utilize ERP system to manage day to day tasks.
• Performs other related duties as assigned.

Skills

Customer service

ERP systems

Communication skills

Multitasking

Time management

Aerospace knowledge

Education

Associate degree in business or related

Bachelor's degree in business administration or related

High School Diploma

Tools

ERP system

Quantum Component Control

Job description

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

The Customer Service Account Representative will interact with the company’s customers regarding order status, quoting and resolution of any issues, communicating primarily by email and phone, using and entering information into the Enterprise Resource Planning (ERP) system.

Duties and Responsibilities

• Manage strategic account relations for up to 20-30 customer accounts. Proactively communicate using telephone, email, online chat, or in person methods to provide support and information.
• Use component expertise to provide accurate quotes, determine timelines, provide status updates, and reports for customers.
• Analyze customer requirements and account profitability to determine appropriate pricing tier and quote strategy; exercise discretion in applying standard vs. negotiated pricing.
• Review and analyze repair orders and customer specifications for shipping instructions, exercise independent judgment to determine optimal fulfillment approach based on cost-service tradeoffs and account profitability.
• Use best judgement to prioritize customer order fulfillment, based on customer tiers and business needs, and current volumes.
• Determine and coordinate resolution for any warranty or customer concessions using best judgement.
• Use knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or facilitate resolution by coordination with appropriate departments to resolve specific issues.
• Ensure compliance with export regulations, customer contracts, and aviation quality standards.
• Utilize ERP system to manage day to day tasks.
• Performs other related duties as assigned.

Position Requirements

These are the requirements to successfully perform the role, and to be considered for the position.

BP Aero is an equal opportunity employer and makes reasonable accommodations for qualified applicants and employees with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state laws.

• 1-2 years of customer service experience managing customer accounts.
• Aerospace experience is a plus.
• An associate or bachelor’s degree in business administration, Supply Chain, Aviation Management, or related field preferred.
• High School Diploma or equivalent required.
• Previous experience using ERP computer systems including using "hot keys" and quick navigation.
• Quantum Component Control experience a plus.
• Experience in Aerospace or MRO component repair shop preferred but not required.
• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.
• Strong time management and multitasking skills.
• Subject to pre-employment, post-accident, and reasonable suspicion drug and alcohol testing in compliance with company policies.

Physical requirements

While performing the duties of this job, the employee is regularly required to do the following:

Standing / Walking

• Frequent walking throughout the facility/warehouse/production floor and may include climbing stairs.

Sitting

• Ability to sit for extended periods while working at a desk or computer.

Lifting / Carrying

• Ability to lift and/or move up to 10 pounds.

Vision

• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Ability to read technical drawings, and computer screens clearly.

Hearing

• Ability to hear and distinguish audible alarms, warning signals, and verbal instructions.
• Ability to communicate effectively in person and over the phone/radio.

Speech / Communication

• Ability to communicate clearly, verbally and in writing.

Full-Time/Part-Time

Full-Time

Position

Customer Service Account Representative

Exempt/Non-Exempt

Exempt

Hiring Manager(s)

George Kendall

Location

BP Aero Services LLC

This position is currently accepting applications.