The Senior Customer Service Representative serves as the primary point of contact for customers within a Maintenance, Repair & Overhaul (MRO) environment. This role manages customer accounts, coordinates repair and service activities, and ensures accurate, timely communication throughout the order and repair lifecycle.

The ideal candidate has experience supporting industrial or aviation MRO operations, understands repair order processes and parts management, and can independently manage customer needs in a fast-paced service environment.

Responsibilities

• Serve as the primary customer contact for assigned accounts within an MRO service and repair environment.
• Manage customer relationships while ensuring clear communication regarding repair status, order updates, and delivery schedules.
• Review and process customer orders including repair authorizations, service requests, quotes, and change orders.
• Coordinate internally with sales, planning, operations, and shop teams to ensure customer requirements and deadlines are met.
• Monitor repair progress and proactively communicate updates, delays, or changes to customers.
• Respond promptly to customer inquiries via phone, email, and customer portals.
• Interpret customer purchase orders, repair scopes, and service instructions to ensure accurate order execution.
• Track and manage open orders, repair jobs, and customer documentation within the ERP/MRP system.
• Resolve customer issues and complaints while maintaining high levels of customer satisfaction.
• Support ongoing customer relationship development and account retention initiatives.
• Provide guidance or support to junior customer service team members when needed.
• Perform additional duties as assigned.

Requirements

• 5+ years of customer service, inside sales, or account support experience in an MRO, industrial service, or repair environment.
• Experience supporting maintenance, repair, overhaul, or industrial service operations required.
• Aerospace or aviation MRO experience strongly preferred, but candidates with industrial MRO, equipment repair, or technical parts support experience will also be considered.
• Strong ability to manage customer accounts, repair orders, and service workflows.
• Experience reviewing and processing purchase orders, quotes, and change orders.
• Familiarity with ERP or MRP systems for order entry and job tracking.
• Excellent communication and customer relationship management skills.
• Strong organizational and multitasking abilities in a fast-paced service environment.
• Detail-oriented with strong follow-through and problem-solving skills.
• Bilingual English/Spanish preferred, but not required
• Proficient with email, internet tools, and customer service platforms.

Candidates with experience managing repair orders, service quotes, parts requests, and customer accounts will thrive in this position.