Customer Service Representative III

Customer Service Representative III

This position is NOT available for Remote Work.

This position must meet Export Control compliance requirements, therefore a "US Person" as defined by 22 C.F.R. § 120.15 is required. "US Person" includes US Citizen, lawful permanent resident, refugee, or asylee. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

About Canyon Aero Connect

Canyon Aero Connect stands as one of the world's leading suppliers of avionic-standard aircraft communications, navigation and audio/intercom systems. Canyon's products have been widely adopted and proven in-service across a wide range of civilian, paramilitary and military fixed-wing and rotorcraft applications. Over the years, we've become known as the benchmark in aircraft tactical communication and audio equipment for Air Ambulance, Law Enforcement, SAR, EMS, Electronic News Gathering, Military and Marine applications.

Products include digital and analog radio/audio management systems, Tac/Com, VHF/UHF radio systems, intercoms, data interface accessories, and aural warning.

Position Summary

Canyon Aero Connect is seeking an experienced and highly skilled Customer Service Representative III to serve as a senior-level customer service professional supporting complex customer accounts, high-priority programs, and advanced operational coordination activities.

This role functions as a subject matter expert within the Customer Service team and is responsible for handling escalated customer issues, supporting process improvements, mentoring junior team members, and coordinating closely with Sales, Operations, Engineering, and executive leadership to ensure exceptional customer satisfaction.

The ideal candidate demonstrates advanced problem-solving skills, operational knowledge, and the ability to manage highly complex customer interactions in a fast-paced aerospace manufacturing environment.

Essential Responsibilities

Advanced Customer Account Management

• Order& Quotation Management

• Manage strategic or high-complexity customer accounts and order activities
• Manage and maintain customer portal accounts, access, and content.
• Process and oversee complex quotes, contracts, sales orders, returns, and replacement requests
• Review customer purchase orders and contractual requirements for accuracy and compliance
• Serve as a primary escalation point for customer concerns, delivery issues, and order discrepancies
• Provide proactive communication and solutions to maintain strong customer relationships
• Monitor order status and proactively communicate updates, delays, or changes to customers and internal stakeholders

• Coordinate shipment schedules and support fulfillment activities to meet customer requirements

Customer Support & Relationship Management

• Serve as a primary point of contact for assigned customer accounts
• Respond to customer inquiries regarding order status, product availability, pricing, shipping, and returns
• Resolve moderately complex customer issues independently while escalating higher-level concerns as appropriate
• Build and maintain strong professional relationships through responsive and effective communication
• Support external sales teams with customer follow-up and account coordination activities

Returns & Escalation Support

• Issue return material authorizations (RMAs) and coordinate replacement or credit activities
• Investigate customer concerns and collaborate with internal teams to ensure timely resolution
• Assist in managing customer escalations and documenting corrective actions

CRM, Reporting & Documentation

• Maintain accurate customer records, communications, and sales activity within CRM systems
• Generate reports related to order activity, customer requests, and open issues
• Ensure sales and customer service documentation is properly maintained and compliant with company standards

Operational Coordination & Escalation Resolution

• Coordinate cross-functional activities involving Engineering, Production Control, Supply Chain, Shipping, Quality, and Finance
• Lead resolution efforts for critical customer issues impacting delivery, quality, or satisfaction
• Support root cause investigations and corrective action activities related to customer complaints
• Assist leadership in identifying operational risks and customer impact concerns

Process Improvement & Team Support

• Recommend and support implementation of customer service process improvements and workflow efficiencies
• Assist in updating and maintaining customer service processes to ensure compliance with AS9100 quality standards and company procedures
• Assist in developing standard operating procedures and training materials
• Mentor and provide guidance to Customer Service Representative I and II employees
• Support onboarding and continuous training initiatives within the department

Reporting & Systems Expertise

• Maintain advanced knowledge of CRM and ERP systems and support…