Repair Station Customer Service Representative

All Aviation Jobs; Redmond (WA); On-site; USD 36,000 - 39,000; Full time

Job summary

IDD Aerospace in Redmond, WA is seeking a Customer Service Representative for the Repair Station team. You will manage order intake to fulfillment, interface with customers by phone or email, schedule meetings, review contracts, and develop pricing for quote approvals while understanding POs and shipping details for domestic and international orders.

This role requires strong communication, MS Office proficiency, ERP knowledge, and familiarity with FAA/EASA Part 145.

Qualifications

• High school diploma or equivalent; college degree preferred.
• Excellent interpersonal and people skills.
• Ability to enter customer orders and see status of orders.
• Strong written and verbal communication skills.

Responsibilities

• Run Shipment Transaction Report and update the Order Log.
• Calculate delivery percentage and update KPI board.
• Check Customer Portals and accept all incoming POs.
• Run Notice of Dispatch and email customers with shipment details.
• Update Customer OOR spreadsheets weekly.
• Follow up on all open quotes and units awaiting approval.
• For international orders, prepare documents to clear customs and send invoices with pack slips.
• Unpackage, organize, and pre-process paperwork for incoming units.

Skills

Interpersonal skills

Written and verbal communication

Order entry

Education

High school diploma or equivalent

College degree preferred

Tools

Microsoft Office

Microsoft Teams

Webex

ERP systems

Job description

Position Title: Customer Service Representative

Department: Repair Station

Reports to: Repair Station Manager and Customer Service Manager

About IDD AEROSPACE

IDD Aerospace is a subsidiary of the Safran Group, a multi-Billion-dollar company with several companies in the Puget Sound area and around the United States. IDD Aerospace designs and manufactures light plates used on the flight deck of aircraft.

IDD Aerospace is an organization that has a reputation for outstanding leadership, innovation, and expertise. Our employees use their creativity and talent to invent new solutions, meet new demands, and offer the most effective services and products in the industry.

IDD Aerospace is a diverse workplace that values active involvement and creativity. We sincerely hope you will take pride in being an important part of IDD Aerospace 's success.

Position Summary

IDD Aerospace is looking to fill a position in Customer Service for the Repair Station Team. IDD Aerospace designs and manufactures products used on the flight deck of aircraft and this team member will be responsible for supporting customers from the time of order entry to order fulfillment with the goal of meeting or exceeding customer expectations.

• Order intake and processing
• Customer interface via phone or email
• Scheduling meetings/tours, surveys
• Contract review
• Develop Pricing for Quote Approvals, KPIs
• Understand POs and Shipping details - both Domestic and International
• Use of MRP and Customer Portals
• Update Work Orders upon Quote Approvals
• Multitasking and Daily Follow-ups with Backlogged units Work closely with Marketing Team
• Strong Communication Skills
• Set up Pick-ups for Scrap/Completed WOs and offset storage when needed.

Major Responsibilities

• Run Shipment Transaction Report, and update the Order Log
• Calculate Delivery percentage and update KPI board - Cost, Delivery, Units
• Check Customer Portals and accept all incoming POs
• Run Notice of Dispatch and send emails to each customer regarding shipments
• Update Customer OOR spreadsheets weekly and send
• Follow up on all open quotes as needed and any units on issue shelf and any misc. units awaiting approval
• For International Orders - HW France - fill out Shipper's declaration and Affidavits for each unit shipped to clear customs; GE UK, Emirates, and others - send invoices with pack slips
• Unpackage, organize, and pre-process all paperwork for incoming units from Stores and process
• Quote all units on Marketing Cart
• Maintain organization on Backup Cart and bins for different customers
• Pickup pack slips from Stores, attach with WOs shipped from previous day, label and organize in Iron Mountain Box
• Use spares formula to calculate new SRT pricing for Major or Minor repair
• Run Backlog in QAD and investigate all non-invoiced/non accounted for WOs
• Set Pickup for Iron Mountain when necessary - 3 boxes/3 months of WOs and fill out supporting documentation for storage at facility

Minimum Qualifications

• High school diploma or equivalent, college degree preferred
• Excellent interpersonal and people skills
• Ability to use computers to enter customer orders, see status of customer orders
• Good oral and written communication skills

Skills, Abilities And Other Requirements

• Must be proficient in Microsoft Office Suite including Excel, Word, PowerPoint, and Outlook
• Familiar with FAA and EASA requirements for Part 145 Repair Station
• Working knowledge of Microsoft Teams and Webex communication
• Must include the ability to interface with the customer at all levels effectively and responsibly to assure total customer satisfaction.
• Familiar with ERP Systems
• Microsoft Office experience preferred with a focus on Excel and data manipulation.

Working Conditions

Office environment, onsite work.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Accountability

This position is under ITAR (International Traffic in Arms Regulations) and must meet export control compliance requirements. To meet export control compliance requirements, a “U.S. Person” as defined by Title 22 of Code of Federal Regulations (C.F.R.)

• 120.15 is required. “U.S. Person” includes U.S. Citizen, lawful permanent resident, refugee, or asylee.

Pay: $26.00 - $28.00 per hour

Application Question(s)

• Pursuant to the EAR and the ITAR, a U.S. Person includes: any individual who is granted U.S. citizenship; or. any individual who is granted U.S. permanent residence ("Green Card" holder); or. any individual who is granted status as a "protected person" under 8 U.S.C.

Are you a US Person? (US Citizen or permanent resident)

Ability To Commute

• Redmond, WA 98052 (Required)

Ability To Relocate

• Redmond, WA 98052: Relocate before starting work (Required)

Work Location: In person