Account Services/Customer Service Representative job in For...

Account Services/Customer Service Representative
Aviation Technical ServicesFort Worth, TXa month ago
SUMMARY: Under direct supervision, the Account Services Rep I is responsible for managing customer accounts and proactively researching material that meets receiving and FAA requirements. Monitors job performance and determines when re-quoting the customer may be justified. Reports out account status to customer and escalates concerns to leadership. Works closely with maintenance to provide our customers with detailed information and dedicated service in a prompt, efficient manner.


  • Provides a single point of contact for all customers regarding components in transit from the customer, currently in work, or in transit to the customer.

  • Acts in a proactive manner to leverage sales opportunities from current customers and communicate these opportunities immediately to the Sales department.

  • Ensures service consistency, meeting contractual obligations, and resolves problems for both the company and the customer.

  • Understands the financial implications of maintenance actions and assists maintenance in making decisions to maximize profitability.

  • Develops and maintains solid relationships with customers, suppliers and all personnel.

  • Develops and implements new, value added services and products.

  • Manages company spares pool assets including exchange price negotiations, core unit tracking, and potential sales.

  • Develops and maintains creative service and support alternatives and solutions for the customer.

  • Produces weekly and monthly in-house and customer reports to document volumes, turn times, delivery performance and work in-process status.

  • Supports Process Improvement initiatives and a philosophy of Continuous Improvement.

  • Insures invoices are accurate and timely.

  • Develop a general understanding of competitors and comparison of price, turn time, and customer satisfaction.

  • Regular and prompt attendance.

  • Effective and appropriate conduct with co-workers.


  • Assists in executing marketing strategies and coordinates proposal efforts directed towards winning new programs.

  • Participates in proposal dissemination and clarification of customer information and distributes pertinent information to contributing internal departments to ensure customer expectations are understood and met and work scope is clearly defined.

  • Provides tours to customers and visitors, day or evening, as needed.

  • Collaborates with the Sales team to create partnerships with the customers.

  • Performs other duties as assigned.

  • Some travel may be required.


This position is prohibited from performing any safety sensitive functions to include the accomplishment or direct supervision of the following:

  • Aircraft maintenance – This includes inspection, overhaul, repair, preservation, and the replacement of parts.

  • Preventive maintenance – This includes simple or minor preservation operations and the replacement of small standard parts.


Duties shall include observing all company, health, safety and environmental rules, ensure provision of full information on area specific safety orientation, identify all unique hazards, and are provided with the proper equipment to carry out the job in a safe manner. Also, the entire work area must be routinely inspected to maintain a high standard of housekeeping and low incidence of physical hazards and all accidents must be promptly reported.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Demonstrated ability to communicate effectively both verbally and in writing.

  • Excellent human relation skills and reasoning ability.

  • Ability to accurately understand and use all arithmetic calculations used within a business financial scope.

  • Understanding of the aircraft industry to include some technical understanding of the components.

  • Must be able to communicate concerns to mechanic partners and customers.

  • Excellent diplomacy and negotiation skills.

  • Ability to advocate for all internal and external customers.

  • Excellent organizational skills and ability to prioritize multiple projects.

  • Knowledge of MS Office (Excel, Word).


  • Associates Degree in Business or related field and a minimum of one (1) year of related experience preferred, or equivalent combination of education and experience.

  • Oracle experience strongly preferred.


While performing the duties of this job, the employee will be required to sit; use their hands and arms; and talk or hear; and focus on objects close up. The employee will also be required to stand, walk, stoop, kneel, crouch or crawl. The employee may be required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.


Normal business office conditions generally prevail. The noise level is usually low to moderate. Employee may be working in a cubicle, enclosed office, or open area. Floor may be carpeted or bare.


This job description is not a contract for employment and either party may terminate employment at any time. The job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Aviation Technical Services reserves the right to revise the job description at any time.
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