Customer Service Representative

Aviation Technical Services•Fort Worth, TX

6d•Onsite

About The Position

We are Trusted Partners | Supporting Flight. Our more than 50 years of success is the result of our employees who have dedicated themselves to providing unmatched quality, service and safety in aircraft maintenance, repair and overhaul. Being a part of ATS offers an opportunity to build meaningful partnerships, innovate new ideas, do the right thing, and make our company a great place to work! Your Work Matters – And So Do YouAt ATS, we reward your contributions with a well-rounded compensation package designed to support you today and help you plan for tomorrow: Hiring base pay range: $24.00 – $33.00 plus annual bonus eligibility Comprehensive health coverage – medical, dental, vision, and more 401(k) with company match and access to personal financial advisors Generous time off – PTO, holidays, and paid parental leave Tuition assistance and loan repayment for AMT programs On-the-job training and leadership development through ATS Academy Employee discounts on travel, tech, wellness, and more Confidential 24/7 support through our Employee Assistance Program Join a team that values your growth, your well-being, and your future. SUMMARY: Under limited supervision, the Customer Service Representative is responsible for managing customer accounts. Proactively manages repair performance and determines when re-quoting the customer may be justified. Understands financial implications of maintenance actions and assists maintenance in making decisions to maximize profitability. Works closely with maintenance to provide customers with detailed information and dedicated service in a prompt, efficient manner.

Requirements

Associates Degree in Business or related field and minimum of two (2) years of related experience, or equivalent combination of education and experience.
Oracle experience strongly preferred.

Responsibilities

Provides a single point of contact for all customers regarding components in transit from the customer, currently in work, or in transit to the customer.
Acts in a proactive manner to leverage sales opportunities from current customers and communicate these opportunities immediately to the Sales department.
Ensures service consistency, meeting contractual obligations, and resolves problems for both the company and the customer.
Understands the financial implications of maintenance actions and assists maintenance in making decisions to maximize profitability.
Develops and maintains solid relationships with customers, suppliers and all personnel.
Develops and implement new, value added services and products.
Manages company spares pool assets including exchange price negotiations, core unit tracking, and potential sales.
Through initiation of customer feedback on performance, monitors, reports, and assists in improving company service level performance with regards to turn times, late deliveries of repairs, and outside supplier performance.
Develops and maintains creative service and support alternatives and solutions for the customer.
Produces weekly and monthly in-house and customer reports to document volumes, turn times, delivery performance and work in-process status.
Supports Process Improvement initiatives and a philosophy of Continuous Improvement.
Assists with on-the-job training as required.
Ensures invoices are accurate and timely.
Develops a general understanding of competitors and comparison of price, turn time, and customer satisfaction.
Pulls year to date reports for customer accounts.
Assists in executing marketing strategies and coordinates proposal efforts directed towards winning new programs.
Participates in proposal dissemination and clarification of customer information and distributes pertinent information to contributing internal departments to ensure customer expectations are understood and met and work scope is clearly defined.
Assists in proposal development for timely response to customer.
Collaborates with the Sales team to create partnerships with the customers.
Provides tours to customers and visitors, day or evening, as needed.
Performs other duties as assigned.