Customer Service Lead

Overview

We are supporting a fast-paced aviation organisation experiencing rapid growth, and our client is seeking a highly motivated Customer Service Lead to join their team. This position will participate in a variety of customer service-focused projects with direct engagement across both internal and external stakeholders. As a Customer Service Lead, you will partner closely with Production, Shipping, Executive Management, and customers to achieve optimal customer satisfaction.

This role is ideal for someone with a strong passion for customer service and an eagerness to grow, learn, and become part of a high-performing team.

• Reports production status and forecasts daily with production leadership and teams to ensure customer requirements are met.

• Collaborates with Operations and Purchasing to create, manage, and track customer-focused throughput plans to reduce turnaround times and support first-in-first-out (FIFO) service.

• Manages customer-side optimal stock-level maintenance and supports related strategic decision-making.

• Engages with leadership to prioritise critical initiatives, projects, and goals.

• Works collaboratively with the Sales team to ensure clear, consistent, and effective customer communication.

• Handles and resolves complex customer requests, issues, or escalations.

• Ensures customer invoicing is completed accurately and in a timely manner.

• Supports outside Sales with quotes and new business opportunities.

• Supports shipping and receiving activities as required.

• Performs other duties as assigned.

• Minimum of 2+ years' experience in customer service or a related field.

• Bachelor's degree in Business, Communications, or a related discipline.

• A self-motivated, driven individual with a strong desire to enhance the customer experience for our client.

• Highly organised and detail-oriented, with the ability to manage multiple projects simultaneously, often to tight deadlines.

• Proficiency in MS Office; ERP system experience preferred.

• Strong communication skills.

• Proven team player with a collaborative mindset.

• Bonus (not required): Experience in aviation repair and overhaul environments.

Our client offers a comprehensive benefits package including medical, dental, and vision coverage, short- and long-term disability, life insurance, paid time off, tuition reimbursement, and retirement savings with company match-designed to support long-term health and financial stability throughout an employee's career.

Drug-Free Policy

Our client operates a drug-free workplace. Candidates must be able to successfully pass pre-employment drug screening and background checks.

Our client is a rapidly growing, FAA-authorised aviation service provider with multiple locations across North America and the UK. With a long-standing history in the aviation maintenance industry, our client is recognised for its technical expertise, collaborative culture, and commitment to quality and customer service. They offer competitive compensation, market-leading benefits, and strong opportunities for career advancement within the aircraft maintenance sector.