Customer Service Representative (Tempe)

The Customer Service Representative is responsible for a broad range of administrative and clerical duties and serves as the primary liaison between Repair Station and customers worldwide. This position requires a detail-oriented team player who thrives in a fast-paced, diverse repair administration environment. Responsibilities include managing incoming repairs, maintaining repair workflow databases, handling incoming and outgoing customer correspondence, and compiling various reports. This is a customer-facing role that requires a customerfirst mindset and the ability to manage performance metrics—including Turnaround Time (TAT) and OnTime Delivery (OTD)—to drive customer satisfaction.

Essential Responsibilities:

• Perform data entry into the repair order management network tool and ERP system.

• Use Microsoft Excel and Outlook to provide customer repair quotes, communicate delivery status, and compile on-time delivery and turnaround time reports.

• Process physical receiving and shipment of repair products in the Epicor ERP system. • Invoice completed work and scan documentation into the repair order management network tool (ICM).

• Maintain continuous communication with customers, including global airlines, large aircraft OEMs, and military customers.

• Collaborate with finance and sales teams to process new orders, create customer accounts, establish credit terms, and generate quotes.

• Effectively manage and communicate with customers throughout the quote, approval, repair, and shipment processes.

• Maintain flexibility to support additional business needs as required.

Requirements:

• 3–5 years of experience in an administrative, customer service, or sales support role within a manufacturing environment.

• Ability to interpret customer requirements, government contracts, and commercial purchase orders.

• Ability to work independently with minimal supervision, as well as collaboratively in a team environment. • Strong attention to detail with a focus on accuracy.

• Demonstrated ability to perform well under pressure while meeting high customer expectations. • Associate or bachelor’s degree preferred but not required.

• Excellent communication, presentation, writing, and analytical skills.

• Proficiency in the Microsoft Office Suite, with strong Excel capabilities.

• Ability to manage and prioritize multiple customer programs simultaneously.

• Demonstrated entrepreneurial mindset and strong problem-solving skills.

• Prior experience with any of the following platforms is a plus: Epicor ERP, Aeroxchange, Wide Area Workflow (WAWF), Commercial Asset Visibility (CAV), and ETQ Quality Management Systems.