Senior Customer Support Representative

The Senior Customer Support Representative is a customer support and process expert responsible for managing complex programs and strategic accounts while ensuring consistent application of customer support processes. This role serves as a senior customer interface for assigned accounts and supports the customer experience from initial inquiry through quotation, repair, overhaul, modification execution, delivery, and invoice resolution. The purpose of this role is to manage complex programs and strategic accounts, mentor and train Customer Support Representatives, support contract-related activities, and promote process adherence or improvement when relevant. The role requires strong judgment, organization, customer focus, cross-functional coordination, and the ability to drive consistent execution across customer support activities.

WHAT YOU WILL DO

Serve as the senior customer interface for assigned strategic accounts and maintain professional, timely communication with customers. Manage strategic customer accounts, complex programs, and high-priority customer support activities from inquiry through completion. Coordinate complex repair, overhaul, and modification requests with Planning, Production, Technical Support, Quality, Finance, Contracts, and other support functions. Lead customer review meetings, status reviews, performance discussions, and follow-up actions for assigned accounts or programs. Support contract negotiations, contract administration activities, change management, and customer contract reference requirements as assigned. Mentor, train, and support Customer Support Representatives to promote process consistency, customer service standards, and effective communication practices. Coordinate AOG and urgent operational support activities, ensuring timely communication, escalation, and follow-through. Review quotations, project status reports, customer communications, and related documentation for accuracy, completeness, and alignment with customer and internal requirements. Monitor delivery dates, identify risks, and proactively communicate schedule impacts, recovery plans, and required decisions to customers and internal stakeholders. Drive continuous improvement initiatives based on customer feedback, internal ways of working, recurring issues, and process performance. Support business development and aftermarket growth initiatives through customer insight, account knowledge, and coordination of support activities. Maintain customer records, communication logs, quote files, contract references, and related documentation in accordance with department processes. Conduct oneself in accordance with Company’s Core Values.

WHAT WE NEED FROM YOU

High school diploma or equivalent required; associate degree or additional business, aviation, technical, or customer support training preferred. 5+ years of customer support, account management, program coordination, aviation, MRO, aftermarket services, contract administration, or related experience preferred. Experience managing strategic accounts, complex customer requests, repair or overhaul coordination, or multi-step customer support processes preferred. Ability to communicate professionally with customers by phone, email, and in meetings, including review meetings and performance discussions. Strong organization, follow-through, judgment, attention to detail, and ability to manage competing priorities and time-sensitive customer needs. Experience preparing, reviewing, or supporting quotes, project status reports, work orders, customer communications, contract references, or similar documentation. Ability to mentor, train, and support team members while promoting process adherence and consistent customer support practices. Ability to work cross-functionally with Planning, Production, Finance, Quality, Technical Support, Contracts, Business Development, and other support functions. Proficiency with Microsoft Office Suite, especially Outlook, Excel, and Word.

WHAT YOU WILL LOVE ABOUT WORKING HERE

At Columbia, we believe great people do their best work when they feel supported, challenged, and valued. We’re more than a workplace, we’re a team built on trust, collaboration, and a shared commitment to doing meaningful work. _ Competitive Pay & Strong Benefits _ We offer a comprehensive benefits package designed to support your health, financial wellness, and work–life balance. Depending on your role, this may include medical, dental, and vision coverage, retirement plans with company contributions, paid time off, and employee wellness resources. We invest in our people. From training and development opportunities to internal mobility and leadership support, Columbia encourages continuous learning and long-term career growth. _ Purpose-Driven Culture _ Your work matters here. Every role contributes to our broader mission, and we believe in empowering employees to make an impact, share ideas, and help shape the future of the company. A Team That Has Your Back We foster a collaborative, inclusive environment where people are respected, encouraged, and supported. You’ll work alongside talented teammates who care about doing great work, and doing it together. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) Columbia Helicopters Columbia has the helicopters, experience, capabilities and team to complete the most difficult missions on the planet. Columbia Helicopters is a global leader in heavy-lift helicopter operations, specializing in timber harvest, construction transport, military support, and comprehensive aircraft maintenance services. Airlines and Aviation Transportation, Logistics, Supply Chain and Storage Wes Lematta Field at the Aurora State Airport, 14452 Arndt Road NE, Aurora, Oregon 97002, US PO Box 1021, Port Moresby, PG Calle Piura 1081, Miraflores, Lima, PE #J-18808-Ljbffr Columbia Helicopters