Customer Service Representative

We are recruiting for a Customer Service Representative to join a global organisation operating within the Ground Support Equipment (GSE) and aviation sector. The successful candidate will play an important role in supporting customers throughout the sales and order process, handling quotation and order requests, coordinating shipments, monitoring open orders and ensuring customers receive accurate and timely information. This is a fast-paced, customer-focused position requiring excellent communication, organisation and attention to detail. You will work closely with internal teams including shipping, pricing and programme management to ensure a high level of service is delivered to customers. Key Responsibilities Daily Responsibilities • Ensure all customer quotation and order requests received through internal systems and email are actioned in accordance with standard procedures and agreed service levels. • Process and respond to customer requests received through the company's online ordering platform. • Ensure the accurate and timely preparation of documentation relating to the sales process and customer account management. • Proactively follow up on all open orders and provide customers with timely updates. • Work closely with the Shipping Department to coordinate shipment requirements and documentation, helping to ensure orders are delivered on time. • Communicate shipping status and any relevant changes or delays to customers. • Monitor outstanding orders and delays, ensuring information remains accurate and customers are kept informed. • Manage merchandise returns, including customer RMAs and RMA receipts. • Process daily ERP tasks and work orders as required to support the completion of customer orders and quotations. • Support the sourcing and identification of products, including conducting online and manual searches to identify specific parts requested by customers. • Work closely with the Pricing team to resolve pricing discrepancies. • Collaborate with the Program Manager on specific tenders and customer requests. • Provide additional administrative and customer support as required to ensure customers receive a comprehensive service. Weekly & Monthly Responsibilities • Prepare and issue weekly open-order reports to customers when requested. • Attend weekly conference calls and provide prepared updates when required. • Review customer accounts with the Program Manager to identify required changes and opportunities to improve service. Requirements & Experience The successful candidate will ideally have: • Fluency in English, both written and verbal. • Knowledge of an additional language such as Spanish, German or Italian would be advantageous. • At least 1 year of experience within B2B customer service or distribution, ideally within an environment managing a high volume of SKUs. • A strong commercial mindset with a focus on processes, customer satisfaction and delivering value. • Excellent written and verbal communication skills. • The ability to communicate effectively with customers, colleagues, other departments and senior management. • Strong organisational skills and excellent attention to detail. • The ability to multitask and perform effectively under pressure. • A collaborative approach and the ability to operate within a fast-paced, matrix organisation. • Product, technical or relevant industry knowledge would be a strong advantage. • Willingness to work on-site within customer facilities where required. About You You will be a proactive and customer-focused professional who takes ownership of customer requests from initial enquiry through to successful delivery. You should be comfortable managing multiple priorities simultaneously and enjoy working across different departments to solve problems and provide customers with an efficient and reliable service. Experience within aviation, Ground Support Equipment, spare parts, aftermarket parts, automotive, industrial equipment or technical distribution would be particularly relevant to the position. What's on Offer This is an opportunity to join an established international organisation operating across the aviation and GSE industry, with a strong focus on customer service, continuous improvement and employee development. The role offers: • Competitive salary and benefits package. • Full-time employment. • Exposure to an international customer base. • Opportunity to develop knowledge of the aviation, GSE and aftermarket parts industry. • A collaborative international working environment. • Long-term opportunities for professional development and career progression.