Customer Service Representative

What does the role look like?

We are looking for a motivated and detail‑oriented MRO Customer Service Representative (CSR) to join the Aftermarket Military Customer Services team during a period of significant transformation. As a Customer Service Representative within the Aftermarket team, you will act as a key point of contact for customers, managing queries, orders and communications to ensure a high level of service delivery. This is a fast‑paced, detail‑focused role requiring strong communication, organisation and problem‑solving skills.

Responsibilities

• Act as the primary point of contact for a portfolio of Aftermarket customer repairs
• Manage customer enquiries via phone and email, providing timely and accurate updates
• Generate quotations, manage orders and resolve customer issues efficiently
• Review purchase orders and conduct contract reviews to ensure compliance
• Coordinate scheduling and order management in line with customer delivery requirements
• Work cross‑functionally with production, sales, shipping and warehouse teams to resolve queries and track orders
• Monitor repair progress and proactively manage customer expectations
• Identify and escalate any risks to delivery or performance
• Maintain accurate documentation and improve communication processes
• Support continuous improvement (CI) and Lean activities within the team
• Ensure adherence to company policies including EH&S and quality procedures

Essential Skills and Experience

• Strong customer service mindset with excellent communication skills
• Experience within a customer service or order management environment
• SAP experience, ideally within Sales & Distribution modules
• High attention to detail and ability to manage multiple priorities
• Proactive approach with strong problem‑solving skills

Desirable Skills and Experience

• Experience within the aerospace or defence sector
• Understanding of export requirements (e.g. EUU’s, export licences)
• Exposure to Lean or continuous improvement methodologies

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