MRO Customer Service Representative

Job Description

Job Description

Are you a service-driven professional who enjoys supporting customers, coordinating solutions, and ensuring a great experience? If you’re looking to grow your career in aviation and join a dynamic, fast-paced team, we have the perfect opportunity for you! Cargo Repair, an FCAH Aerospace brand located in Louisville, KY, is seeking a dedicated MRO Customer Service Representative to support customer accounts, coordinate order fulfillment and service requests, and ensure seamless experiences for our global customer base.

What is FCAH Aerospace, family of Aviation companies…

FCAH (First Class Air Holdings) Aerospace is a fast-growing organization that includes a family of brands, which collectively provide comprehensive aftermarket aviation solutions, focused on delivering high quality OEM, PMA, and aftermarket parts, maintenance, repair, overhaul, storage, disassembly, emergency equipment, and customer service.

What you will be doing

The MRO Customer Service Representative is a hands-on role responsible for executing day-to-day customer service activities within an MRO operation. This position serves as the primary point of contact for customers, managing work orders from initial intake and quoting through repair coordination, shipment, and billing support.

The role requires strong attention to detail, proactive communication, and the ability to balance customer needs with operational requirements in a fast-paced aviation MRO environment. Key Responsibilities include:

• Serve as the primary customer point of contact for assigned accounts and work orders
• Respond promptly and professionally to customer inquiries via phone and email
• Provide accurate and proactive updates on work order status, turnaround times, and delivery commitments
• Support time-sensitive and AOG-related customer requests with urgency and attention
• Receive, open, and manage work orders from intake through completion and shipment
• Coordinate closely with Operations, Supply Chain, and Quality to support timely repair execution
• Monitor work order progress and identify potential delays or issues impacting customer commitments
• Ensure customer requirements, instructions, and documentation are accurately captured in the system
• Promote and upsell additional services and exchanges
• Prepare accurate repair and service quotations using historical data, standard pricing, and company policies
• Submit quotes to customers in a timely manner and follow up to obtain approvals
• Convert approved quotes into active work orders and ensure proper execution
• Support accurate billing of completed work orders by ensuring documentation, pricing, and approvals are complete
• Assist with resolving billing questions, discrepancies, and customer inquiries
• Maintain organized electronic and physical records in compliance with company and regulatory requirements
• Work closely with internal teams to align customer expectations with operational execution
• Communicate customer priorities, special requirements, and changes to relevant stakeholders
• Escalate issues appropriately when customer commitments are at risk
• Follow established customer service procedures and workflows
• Identify recurring issues, errors, or inefficiencies and provide feedback to leadership
• Support implementation of improvements aimed at increasing efficiency, accuracy, and customer satisfaction
• Perform additional tasks as assigned to support business needs and changing priorities

You will need to have:

• Associate’s degree in Business, Aviation Management, or a related field

• 2+ years of experience in sales, customer service, or account management

• Aviation MRO, aftermarket, or regulated industrial experience

• Strong organizational and planning skills

• Ability to multi-task

• Strong communication skills with ability to work with all personnel across multiple departments

• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)

• Ability to learn proprietary software and manage CRM data effectively

• Self-motivated and goal-oriented, with a passion for providing exceptional customer experiences

• Attention to detail and a proactive approach to identifying and solving operational challenges