Repair Station Customer Service Representative

Position Title:

Customer Service Representative

Department:
Repair Station

Reports to:

Repair Station Manager and Customer Service Manager

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.

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.

• 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

• 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

• 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.

Office environment, onsite work.

• Prolonged periods sitting at a desk and…