Customer Success Specialist

OVERVIEW

Desert Aircraft is seeking a Customer Success and Order Support Specialist who will serve as the first point of contact for inbound calls and email inquiries. This individual will support new customers, existing customers, and incoming leads by providing accurate information, processing orders, updating account details, and helping customers receive the right products at the right time.

This is an individual contributor role with no direct reports.

ABOUT THE COMPANY

Desert Aircraft is the industry leader in giant scale model airplane engines. We design, build, and service our engines at our Tucson Arizona factory. With our focus on performance, quality, and customer service, Desert Aircraft engines continue to be the dominant engine for sport and competition flying. We also support Drone and UAV technology.

WHAT YOU'LL DO

• Respond to inbound phone calls, emails, and website inquiries in a timely and professional manner.
• Provide information on products, order status, shipping updates, account details, and general questions.
• Guide potential customers through product options that align with their needs.
• Document customer interactions and maintain accurate CRM or order system records.
• Process new orders and ensure all information is complete and accurate.
• Review and update customer accounts, order changes, shipping details, and billing information.
• Monitor pending orders and follow up proactively on any delays or needed information.
• Coordinate with internal teams such as production, shipping, and inventory to resolve issues or confirm timelines.
• Identify opportunities to convert inquiries into sales.
• Assist with quotes, pricing information, and product recommendations.
• Support customer retention through consistent communication and problem resolution.
• Track lead activity and communicate patterns or opportunities to leadership.
• Troubleshoot customer issues, delays, or product questions with accuracy and urgency.
• Partner with the operations and production teams to clarify status updates or resolve order complications.
• Escalate issues when needed while maintaining ownership of the customer experience.
• Maintain availability during core business hours.
• Handle varying call and email volumes with consistency and attention to detail.
• Prioritize competing tasks without losing accuracy or customer focus.

QUALIFICATIONS

• 3+ Years of experience in customer service, order management, inside sales, or a customer success role.
• Strong communication skills across phone, email, and written communication.
• Ability to learn technical products and explain them clearly to customers.
• High attention to detail with the ability to manage multiple priorities.
• Problem solving mindset and comfort working with internal teams.
• CRM or order processing system experience is helpful.
• Customer centric mindset paired with sales focus.
• Consistent, reliable task execution.
• Calm under pressure and able to manage fluctuating volume.
• Adaptable and able to learn new products or processes quickly.
• Strong sense of ownership for customer outcomes.

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Desert Aircraft recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.

If this position caught your eye, send us your resume!

Benefits

• Health insurance
• Paid time off
• Professional development assistance

Work Location: In person