Customer Service Specialist

heico; Fort Myers (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

Future Aviation, Inc., a HEICO Corporation Repair Group facility in Southwest Florida, is seeking a Customer Service Specialist to deliver effective service by building relationships with customers and internal teams. The role emphasizes responding to inquiries, coordinating with sales and repair staff, and managing quotes, approvals, orders, and shipments.

Requirements include a high school diploma, 1–3 years in customer service, strong MS Office skills, and excellent communication.

Qualifications

• High school diploma or equivalent required.
• 1–3 years experience in Customer Service preferred.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Strong verbal and written communication skills with industry terminology and grammar.
• Excellent organizational skills and ability to work independently.
• Ability to source information and prioritize changing tasks.
• Willingness to work long hours when needed.
• Excellent interpersonal skills and attention to detail.
• Experience with COSMOS or similar operating systems is preferred.

Responsibilities

• Respond to customer requests via email or telephone.
• Review customer requirements and communicate information to other departments to meet needs.
• Act as liaison between the repair shop, customer and Sales Directors.
• Scan, save and email quotes and obtain customer approvals.
• Process customer approvals and manage orders/exchanges.
• Process received and shipped units in customer portals and update records.
• Create and process Sales Orders and Exchanges as needed.
• Complete internal audits before ship-out of customer units.
• Coordinate shipping information and update customers on waybill details.
• Enter shipping data into Excel Work Order Log.
• Notify customers of discrepancies or service limitations.
• Respond to RFQ requests from customers and Sales Directors.
• Open Work Orders for incoming units and track status.
• Collaborate with Quality to resolve customer cases.
• Capture and store shop photos of customer units.
• Prepare and update reports for weekly Production Meetings.
• Provide weekly status reports to customers and internal teams.
• Arrange and distribute promo items for trade shows and events.

Skills

Customer service

Verbal communication

Written communication

Organizational skills

Attention to detail

Independent worker

Information sourcing

Education

High school diploma or equivalent

Tools

MS Word

MS Excel

MS Outlook

COSMOS or similar system

Job description

Future Aviation, Inc., a HEICO Corporation (NYSE: HEI) Repair Group facility, located in Southwest Florida, is the largest independent regional airline component MRO facility in the industry. We are currently seeking a Customer Service Specialist to join our team.

The Customer Service Specialist provides effective customer service by establishing a working relationship with internal and external customers through communication with customers and Team Members.

Essential Duties and Responsibilities include the following:

Other duties may be assigned.

• Respond to customer requests via email or telephone.
• Review Customer Requirements and communicating relevant information to other departments to ensure that customer requirements are met.
• Responsible for serving as the liaison between the repair shop, the customer and the Sales Directors.
• Scan, Save and email Quotes and receive customer approvals.
• Process customer approvals.
• Process received and shipped units in customer's portals.
• Process Sales Orders and Exchanges, when applicable.
• Complete internal audit process before customer units ship.
• Perform shipping process for work orders in internal operating system and advise customer of outbound waybill information.
• Input shipping information into an Excel Work Order Log.
• Notify customer if there are discrepancies to their RO and advise customer if we no longer have capability on a unit received.
• Respond to RFQ requests via customers and Sales Directors.
• Open Work Orders for incoming units.
• Works closely with Quality to resolve customer cases.
• Download and save shop photos of customer's units.
• Attend, create, update and prepare reports for weekly Production Meetings, when applicable.
• Provide weekly status reports to specific customers and other departments.
• Organize, order and distribute promo items for trade shows, golf events and holiday gifts to our customers/vendors.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Requirements

• High school diploma or equivalent
• 1 - 3 years experience in Customer Service
• Proficient in the use of Microsoft Office Applications, i.e. MS Word, Excel and Outlook
• Strong Verbal and Written Communication skills to include the use of applicable terminology used in the industry and proper grammar
• Strong Organizational Skills
• Ability to work independently on assigned tasks as well as to accept direction on given assignment
• Ability to source information
• Ability to prioritize changing assignments
• Strong work ethic (willingness to work hard and long hours, when needed)
• Excellent interpersonal skills
• Detail Oriented
• Experience in COSMOS or similar operating systems preferred

Physical Demands

While performing the duties of this job, the associate is regularly required to sit; use hands to finger, handle, or feel; talk or hear; and occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl. The associate may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The noise level in the work environment is usually moderate.