Customer Service Administrator

Customer Service Administrator

Stockton, CA

Salary Range: $28.00 - $31.00/hourly

Build an Aviation Career You're Proud Of

We're committed to the quality of work we do at every level. Through training, preparation, and high standards, you'll achieve more with us. Help us set the bar high across our entire organization as we continue to exceed customer expectations and make an impact in the aviation world.

You'll play a vital role in supporting the reliability of aviation repair and maintenance by ensuring customer requirements are clearly understood, documented, and communicated.

As a Customer Service Administrator, you will manage customer orders and service requests by coordinating with internal teams, maintaining accurate records across multiple systems, and supporting pricing, scheduling, and cost tracking activities.

What You'll Do

• Receives, processes, and verifies component/module/accessory induction information and customer purchase orders using company systems to ensure accuracy.

• Ensures customer requirements and expectations are confirmed, documented, and communicated to appropriate business unit/site team members.

• Prepares, generates, and distributes reports, order acknowledgments, estimates, and invoices as required. Compares engineering reports with estimates and invoices to identify potential cost overruns.

• Initiates required actions in response to customer service requests for workscope or order changes, including maintaining order information files and communicating updates to appropriate personnel. Acts as a liaison with service engineers, operations, logistics, and materials.

• Provides customers with product information including pricing, scheduling, delivery timelines, backorder availability, and functionally equivalent part alternatives. Serves as a liaison between customers and production operations regarding expected completion dates and shipment expediting.

• Explains pricing, price increases, estimate changes, and invoice updates to customers. Manages customer expectations by summarizing cost-benefit considerations and qualifying repair development costs.

• Monitors and analyzes cost projections on an ongoing basis and proposes corrective actions as needed.

• Resolves or assists in resolving warranty claims; issues core credits and debits for claims and invoice discrepancies, as applicable.

• Reviews and coordinates contract and transactional work for the business unit/site, ensuring adherence to contract and agreement terms.

• Maintains accurate data within the Customer Relationship Management (CRM) or Salesforce (SFDC) system.

• Manages documentation in accordance with company, customer, and regulatory standards. Ensures required information is entered into appropriate internal and external systems and performs assigned system maintenance.

Service Related

• Projects a positive and professional image when representing the company to customers and the community; hosts and coordinates customer visits as needed.

• Cultivates customer loyalty through responsiveness and a commitment to customer satisfaction.

• Supports the preparation of proposals, quotes, and presentations.

• Manages personal workload effectively, adapting to changing priorities and business needs.

• Receives, evaluates, and responds to customer, internal, and sales inquiries related to order status and service issues; assists with resolving customer complaints.

General

• Observes and reports issues or concerns in support of company-wide Quality, Environmental, and Safety Management System (SMS) policies.

• Completes additional projects and duties as assigned.

Basic Qualifications

• High School Diploma or equivalent

Desired Skills

• Proficiency with computers, including Microsoft Office applications, with intermediate Excel skills (e.g., spreadsheets, formulas, data tracking, and reporting).

• Effective communication skills with internal and external customers, including written, verbal, non-verbal, and active listening skills.

• Strong planning, organizational, analytical, decision-making, and problem-solving skills.

• Strong interpersonal and teamwork skills, including experience with negotiation, conflict resolution, and customer service.

• Experience working in a culturally diverse environment with sensitivity to varying cultural norms and practices.

• Commitment to professional practice and continuous improvement.

• Working knowledge of company instructions and export compliance requirements.

• Knowledge of production management, inventory purchasing, and sales/marketing computer systems.

• Knowledge of products, engines, propellers, and accessories relevant to the business unit/site, with technical skills appropriate to the role.