Customer Service Representative III

Canyon Aeroconnect•Prescott, AZ

13d•Onsite

About The Position

Canyon AeroConnect 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 AeroConnect 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.

Requirements

High School Diploma or GED required; Bachelor’s degree preferred
6+ years of progressive customer service, order management, or sales operations experience in a B2B environment
Advanced experience with ERP and CRM systems
Demonstrated ability to independently manage complex customer accounts and escalations
Strong analytical, organizational, and communication skills
Ability to prioritize and manage multiple high-level responsibilities simultaneously
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.

Nice To Haves

Aerospace or manufacturing industry experience
ERP experience
Knowledge of AS9100 or regulated manufacturing standards
Experience mentoring or training employees
Experience supporting strategic accounts or government/commercial aerospace customers

Responsibilities

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
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
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
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
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
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
Maintain advanced knowledge of CRM and ERP systems and support troubleshooting activities
Generate and analyze customer service metrics, backlog reports, and order activity data
Assist management with reporting and customer service performance analysis
Support sales initiatives and customer retention efforts through exceptional service and responsiveness
Participate in customer meetings, program reviews, and operational discussions as needed
Serve as a customer advocate while balancing operational and business requirements
Maintain regular, reliable onsite attendance
Uphold company policies, ethics, and EH&S standards
Perform other duties as assigned