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AVI Aviation Inflatables · 1 day ago

Manager of MRO Customer Service

Sunrise, FL

Full-time

Onsite

Senior Level

5+ years exp

AVI Aviation Inflatables is seeking a Manager of MRO Customer Service to enhance the customer service experience from engagement to post-delivery support. This role involves leading a customer service team, improving operational efficiency, and ensuring customer satisfaction through effective communication and management of customer relationships.

Aerospace

Responsibilities

Build, coach, and lead a high-performing customer service team, ensuring consistent service standards

Define clear roles, responsibilities, performance expectations, and career paths

Establish onboarding, training, and continuous development programs

Foster a culture of accountability, collaboration, and customer-centric thinking

Monitor daily workflow and workloads to ensure priorities are met

Ensure customers receive proactive, professional, and transparent updates throughout the repair order lifecycle

Maintain strong customer relationships by understanding customer priorities and expectations

Ability to address customer inquiries, issues, and concerns effectively

Assist with responding to customer RFQs, proposals, and service information in a professional and timely manner

Establish structured escalation channels for customer concerns, ensuring resolution paths are consistent and documented

Proactively identify risks to turnaround time, cost, or delivery and communicate impacts to customers early

Develop, document, and implement standardized processes (work order quoting, order management, RMAs, warranty)

Drive improvement initiatives to reduce cycle times, improve responsiveness, and increase customer satisfaction

Improve utilization and discipline within ERP/CRM systems to ensure data accuracy and visibility

Identify and implement enhancements to systems, tools, and workflows that strengthen team productivity

Define and own customer service KPIs (response time, quote turnaround, TAT, on-time delivery, NPS, escalation rates)

Create dashboards, reports, and analytics that provide clear visibility into customer service’s performance and efficiency

Work with Finance to improve order-to-cash performance, billing accuracy, and dispute resolution

Additional tasks and responsibilities as directed by management, adapting to changing priorities and requirements

Qualification

Customer service managementCross-functional team leadershipAnalytical skillsExcel proficiencyERP/CRM systemsCommunication skillsProblem-solving skillsOrganizational skillsAttention to detail