Customer Service Administrator

Scope of Role

To provide high quality and responsive customer service and administrative support to external and internal customers within the repair business and other services offered at the Avionics facility. Support to customers is primarily via telephone dealing with inbound and outbound calls, high volume and often complex in nature.

• Administration of customer repairs both in our repair facility and subcontracted.
• Provide high quality customer service to all customers.
• Quoting and pricing of repairs or sale of other goods and services.
• Using courier portals to raise order shipments for customers.
• Completing approved certificates, despatch, and invoice.
• Managing customer loan orders and requirements.
• Sourcing and raising of purchase orders in accordance with purchasing handbook.
• Customer delivery forecasts, reports and general enquiries.
• Liaising with the production areas to achieve targets.
• Assist with import / export requirements.
• Support stores.
• Maintain and improve TAT (turn‑around‑time), quality and cost effectiveness.
• Provide guidance where possible to the benefit of the company and its customers.
• Ensure compliance with regulatory bodies requirements.
• Work as part of a team, act in a professional manner, and convey a positive and constructive approach.
• May be required to visit customers on a face‑to‑face business with field sales manager(s).
• Must have desire and ability to take on account management of some customers should this become a business requirement.

• Undertake training that is identified as a requirement of the role as identified by the role Manager.
• Undertake all other reasonable requests that are made by the role manager/acting manager or Directors.
• At times of reduced department staff attendance there will be a need to be flexible and provide support outside of the normal tasks of the job to ensure customer satisfaction.
• On occasion, you may be required to take on ad hoc duties which includes, but is not limited to training, department associated tasks and brief secondment to other departments.

• Sign off purchase orders in line with the financial guidelines.
• Not permitted to change processes, procedures and guidelines without formal approval but expected to make recommendations.

• Take responsibility for understanding the Standard Operating Procedures and how they are applied to the role.
• Adhere to Health and Safety requirements at all times.
• Ensure compliance with regulatory bodies requirements.
• There is a responsibility on all employees to bring to the attention of their manager any issues that could potentially affect the business, regardless of how small they may seem at the time.

Job Title:

Customer Services Administrator

Reporting To:
Customer Services Manager

Effective Date: 2025

Department:
Customer Services

Direct/Indirect:
Indirect

Job Code:

Location:

Langley

Direct Reports:
None

Working Hours Band (if applicable): 2

All duties within this job description should be carried out in line with any Company policies and procedures in place at the time.