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Customer Account Rep, MRO

Location : Akron, OH, United States

Job Family : Customer Service

Job Type : Regular

Posted : May 13, 2025

Job ID : 56825

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Job Description

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The pri m ary role o f the Customer Service Representative , MRO (Maintenance Repair and Overhaul) i s to ef f i c iently and ef f e c t iv ely ad m ini s ter c u s tomer en q uir i es and pro c e s s c u s tomer o r ders wi t hin t he MRO Mo d u l e o f our bu s i n e ss . T h e entry-level CSR wi l l b e a k e y inter f a c e b e tween the bu si ne s s and our C u s to m er s , bel o n g ing to a Cu s tomer F o c u se d t e am t h a t is a cc ount a b le for in i tial c u st omer per c ept i on of t he co m p any a n d t her e fore s tri v e s to e xc eed Cu s tomer expectat i ons a t a l l times.

• P ro c e s s order s , shipments and invoices (when applicable), i n a cc o rd a n c e with established MRO-SAP established procedures and processes, including update of Administrative tracker excel file.

• Pro v ide qu o tation s , including system ge n era t ed pri c es and deli v ery lead ti m es.

• Pur s ue a cc ep t an c e of q u ota t i o ns in order to prepare for shipment once product is cleared from inspection.

Maintain current dates on orders on backlog report with focus on pricing and monthly deliveries, utilizing production schedules.

• P roactively l iai s e with the MRO shop management to en s ure c ontra c ted l e ad t i mes for orders are a c h i e v ed, a n d where t h is is not po ss ibl e , advise Custome r s of de l a y s and r e c o v e ry a c tions as a pp r opri a te.

• Pro v ide t e l ep h o n e and o n li n e s u p po r t for all c u s t o m er q ueries wi t h i n n o r m al wor k i n g h ours a nd, w h ere mu t u a l l y agre e d wi t h t h e C SR Team L e ad s , pro v ide Air c raft on Ground (AOG) s upport o u t s ide no r mal w or k ing h o ur s .

• Ma i nt a in Cu s t o m e r da t a re c ords w he re Cu s to m er r e qu i rem e nts or c o n tr ac ts require s u c h a s er v i c e.

• Carry out s pe ci a l dut i e s as a ss ig n e d .

Education: A high school diploma or equivalent is required. Vocational training is preferred.

• 2-4 years’ e x perience in a C u s tomer Ser v i c es en v iro n m e nt is required.

• High Cu s t o m er or i ent a ti o n a nd e m p a th y , ha vi ng wor ke d in a Cu s t o m er e n v iron m en t .

• Com m uni c a t ion sk ills g a i n ed in a c u s tomer or i en t at e d e n v iron m en t .

• Computer skills on a business com p uter system ideally SAP managing / inpu t ting Cus t omer da t a. Microsoft O ffice compe t ence an a d v an t a g e.