Aviation Customer Support & Parts Specialist The Aviation Customer Support & Parts Specialist is responsible for supporting customers with their spare parts needs and requests in an informative, productive, and efficient manner. Using their knowledge of the parts they sell, they assist customers in locating the parts they need, provide information about part function, pricing, and availability, and help secure sales. This role also provides technical support with parts searches and works closely with our technical team when additional assistance is needed. The TLD Spare Parts America team is an international and dynamic team with a strong spirit of cooperation and support. We work together for the benefit of our company and our customers. We are customer driven and aim for excellence in the support we provide. Our goal is to develop long-term customer relationships that generate continuous sales and growth. We go above and beyond to help our customers receive their parts as quickly as possible. This includes arranging drop shipments from around the world and utilizing our global network of warehouses and forwarders.
Essential Duties And Responsibilities
In this role, you will:
Manage customers under your responsibility for spare parts, as delegated by the Spare Parts Hubs Manager.
Communicate directly with customers, respond to their requests in a timely manner, and proactively contact them to promote our products. Develop customer cooperation and relationships to increase sales within your portfolio.
Process customer requests for quotes through our quotation module, SPQ, from a variety of sources, including email and telephone.
Provide technical support for parts searches. When additional assistance is needed, involve our technical team and keep customers updated on progress until a solution is identified.
Process orders in our ERP system and organize shipments in accordance with TLD's policies and procedures.
Keep customers informed of their order status through delivery and assist with troubleshooting.
Understand market demand and assist our purchasing team and Spare Parts Manager in identifying parts that should be stocked within the region.
Prioritize and execute daily tasks and projects to ensure work is completed on time and to a satisfactory level of quality. Taking notes and staying organized and clear are key to success in this position.
Be a team player by seeking support from colleagues based on their areas of specialty and helping others to the best of your ability.
Multitask and remain flexible for the benefit of our customers.
Maintain effective communication and professionalism while working under pressure.
Qualifications:- Minimum of 1 year of customer service experience
- Strong verbal and written communication skillsStrong reading and comprehension skillsStrong customer service skills with the ability to communicate professionally and effectively with customers
- Ability to communicate information clearly and confidently, both verbally and in writing
- Strong interpersonal skills and ability to work effectively as part of a team
- Ability to stay organized while managing multiple customer needs, requests, and priorities
The Company is committed to protecting the confidentiality, integrity, and availability of its information assets in alignment with ISO 27001. All employees are required to follow information security policies, safeguard company data and systems, and promptly report any suspected security incidents or violations.
