Customer Service Specialist

Wencor Group; Fort Myers, Northern (FL, KY); Hybrid; USD 38,000 - 54,000; Full time

Job summary

Future Aviation, Inc., a HEICO Corporation Repair Group facility located in Southwest Florida, seeks a Customer Service Specialist to join our team. The role emphasizes delivering effective customer service by building relationships with internal and external customers through clear communication.

Key duties include handling inquiries, coordinating with the repair shop and Sales Directors, processing quotes, sales orders, and weekly status reports.

Qualifications

• High school diploma or equivalent is required.
• 1–3 years of experience in customer service.
• Proficient in Microsoft Office applications (Word, Excel, Outlook).
• Strong verbal and written communication skills with industry terminology.
• Excellent organizational skills and ability to work independently.

Responsibilities

• Respond to customer requests via email or telephone.
• Review customer requirements and relay to relevant departments.
• Interact as liaison between repair shop, customer and Sales Directors.
• Process quotes, approvals, sales orders and exchanges when applicable.
• Enter shipping information and maintain an Excel work order log.
• Provide weekly status reports and participate in production meetings.
• Coordinate with Quality to resolve customer issues.

Skills

Customer service experience

Verbal communication

Written communication

Organizational skills

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

COSMOS or similar OS

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.

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

• 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.
• N otify 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.

Requirements

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.

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