Customer Service Representative

Aviation Technical Services; Fort Worth (TX); On-site; USD 33,000 - 55,000; Full time

Benefits offered by this job

Health coverage

401(k) with company match

PTO & holidays

Parental leave

Tuition assistance

Training program

Employee discounts

Job summary

Aviation Technical Services in Fort Worth, TX, is seeking a Customer Service Representative to manage customer accounts and coordinate repair and overhaul information. You will be the single point of contact for components in transit, delivering prompt, accurate service and driving profitability.

The role requires an Associate degree and at least two years of related experience; Oracle experience is preferred.

Qualifications

• Associates Degree in Business or related field is required or equivalent experience.
• Oracle experience strongly preferred.

Responsibilities

• Provides a single point of contact for all customers regarding components in transit.
• Leverages sales opportunities from current customers and communicates them to Sales.
• Ensures service consistency, meets contractual obligations, and resolves problems.
• Develops and maintains relationships with customers and suppliers.
• Produces weekly and monthly in-house and customer reports.

Education

Associates Degree in Business or related field

Tools

Oracle

Job description

We are Trusted Partners | Supporting Flight. Our more than 50 years of success is the result of our employees who have dedicated themselves to providing unmatched quality, service and safety in aircraft maintenance, repair and overhaul. Being a part of ATS offers an opportunity to build meaningful partnerships, innovate new ideas, do the right thing, and make our company a great place to work.

Your Work Matters – And So Do You

At ATS, We Reward Your Contributions With a Well-rounded Compensation Package Designed To Support You Today And Help You Plan For Tomorrow.

• Hiring base pay range: $24.00 – $33.00 plus annual bonus eligibility
• Comprehensive health coverage – medical, dental, vision, and more
• 401(k) with company match and access to personal financial advisors
• Generous time off – PTO, holidays, and paid parental leave
• Tuition assistance and loan repayment for AMT programs
• On-the-job training and leadership development through ATS Academy
• Employee discounts on travel, tech, wellness, and more
• Confidential 24/7 support through our Employee Assistance Program

Join a team that values your growth, your well-being, and your future.

SUMMARY

Under limited supervision, the Customer Service Representative is responsible for managing customer accounts. Proactively manages repair performance and determines when re-quoting the customer may be justified. Understands financial implications of maintenance actions and assists maintenance in making decisions to maximize profitability. Works closely with maintenance to provide customers with detailed information and dedicated service in a prompt, efficient manner.

Essential Duties And Responsibilities

• Provides a single point of contact for all customers regarding components in transit from the customer, currently in work, or in transit to the customer.
• Acts in a proactive manner to leverage sales opportunities from current customers and communicate these opportunities immediately to the Sales department.
• Ensures service consistency, meeting contractual obligations, and resolves problems for both the company and the customer.
• Understands the financial implications of maintenance actions and assists maintenance in making decisions to maximize profitability.
• Develops and maintains solid relationships with customers, suppliers and all personnel.
• Develops and implement new, value added services and products.
• Manages company spares pool assets including exchange price negotiations, core unit tracking, and potential sales.
• Through initiation of customer feedback on performance, monitors, reports, and assists in improving company service level performance with regards to turn times, late deliveries of repairs, and outside supplier performance.
• Develops and maintains creative service and support alternatives and solutions for the customer.
• Produces weekly and monthly in-house and customer reports to document volumes, turn times, delivery performance and work in-process status.
• Supports Process Improvement initiatives and a philosophy of Continuous Improvement.
• Assists with on-the-job training as required.
• Ensures invoices are accurate and timely.
• Develops a general understanding of competitors and comparison of price, turn time, and customer satisfaction.
• Pulls year to date reports for customer accounts.

Other Duties

• Assists in executing marketing strategies and coordinates proposal efforts directed towards winning new programs.
• Participates in proposal dissemination and clarification of customer information and distributes pertinent information to contributing internal departments to ensure customer expectations are understood and met and work scope is clearly defined.
• Assists in proposal development for timely response to customer.
• Collaborates with the Sales team to create partnerships with the customers.
• Provides tours to customers and visitors, day or evening, as needed.
• Performs other duties as assigned.
• Some travel may be required.

Education And Experience

• Associates Degree in Business or related field and minimum of two (2) years of related experience, or equivalent combination of education and experience.
• Oracle experience strongly preferred.

Physical Effort And Dexterity

While performing the duties of this job, the employee will be required to sit; stand and walk; use their hands and arms; and talk or hear; and focus on objects close up. The employee may be required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Compensation

The full base pay range for this position is $24.00 – $40.00 hourly, not including bonuses or benefits. Your pay will be based on your experience, skills, and education, as well as internal equity to ensure fairness across the team. Candidates closer to the lower end of the range are typically building their expertise, while those at the higher end bring significant experience and specialized knowledge. This position is also eligible for an annual performance bonus.

EEO EMPLOYER STATEMENT

ATS is committed to providing equal employment opportunities to all employees and applicants, and prohibits discrimination, harassment, and retaliation of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic or status protected by federal, state, or local laws. ATS is also committed to protecting its applicants for employment and independent contractors from unlawful discrimination, harassment, and retaliation. Provisions in applicable laws providing for bona fide occupational qualifications or business necessity will be adhered to where appropriate.

As part of our Equal Employment Opportunity policy, ATS complies with all applicable federal, state, and local employment laws. Where required by law, ATS maintains affirmative action programs for protected veterans and qualified individuals with disabilities. Employment decisions are based on merit, qualifications, and business needs, consistent with applicable legal requirements.