Customer Support Specialist

Customer Support Specialist

GA Telesis is a global leader providing integrated solutions to the aviation and aerospace industries, with a continuously expanding presence in new countries worldwide. We serve over 2,000 customers, including airlines, original equipment manufacturers, maintenance, repair, and overhaul (MRO) providers. GA Telesis Ecosystem is a vast global network spanning 54 locations in 30 countries on six continents. At GA Telesis, our core business is integrated aviation solutions, and our mission is customer success.

Within our Flight Solutions Group (FSG), our Customer Support team provides support to our Sales, Procurement, Repairs Solutions, and Teardown Solutions teams in their processes, such as customer returns, teardowns, parts exchanges, drop shipments, non-conforming products, and general inquiries. Reporting to the Senior Director of Repairs and Customer Support, the ideal Customer Support Specialist candidate will support the team and should be able to navigate through a fast-paced industry and provide strategic support to FSG. This is an on-site role based in Fort Lauderdale, Florida.

**Important Notice : Eligibility Requirement : Applicants must be legally authorized to work in the U.S. The company does not provide visa sponsorship or accept candidates requiring sponsorship.

Responsibilities:

• Oversee and manage customer Return Material Authorization (RMA) processes, including detailed tracking, comprehensive reporting, and trend analysis.
• Prepare and present internal reports on RMA aging, exchanges, vendor performance, and financial exposure.
• Coordinate the sales exchange workflow by following up on core returns, obtaining required customer approvals, and ensuring accurate and timely billing.
• Collaborate closely with the accounting department to process late fees, outright charges, and credits related to exchange orders.
• Identify process gaps and inefficiencies within RMA and Exchanges workflows; propose and implement corrective actions.
• Track and support drop-shipments and PODs, proactively identifying and resolving overdue actions and tasks to maintain operational efficiency.
• Monitor and resolve non-conforming product issues by working cross-functionally with Procurement and Repair teams to ensure timely disposition and clearance.
• Support teardown activities by managing reconciliations, reviewing and approving invoices, and overseeing payment processing.
• Develop, track, and maintain supplier and vendor performance metrics, with a focus on warranty compliance, turnaround time, and overall service quality.
• Maintain and continuously improve standard operating procedures (SOPs) and work instructions related to customer support operations.
• Act as the primary liaison between Sales, Accounting, Procurement, Repairs, Logistics, and external vendors for issue resolution and escalation management.
• Support Sales and Program Management with order status updates, exception handling, and documentation as needed.

Qualifications:

• Minimum of 2 years of experience in customer service, customer support, or operations support role.
• Minimum of 1 year of experience in the aviation industry preferred, with exposure to MRO, parts, logistics, or aftermarket support considered a plus.
• Associate's degree in business administration, marketing, aviation, finance, or a related field required; equivalent work experience may be considered.
• Proficiency in Microsoft Office applications, including Outlook, PowerPoint, and advanced Excel skills; experience with Power BI and SQL strongly preferred.
• Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and support data-driven decision-making.
• Excellent written and verbal communication skills, with the ability to collaborate effectively across cross-functional teams.
• High attention to detail and strong organizational skills, with the ability to manage multiple priorities in a deadline-driven environment.

Requirements:

• Excellent communication skills, both verbal and written.
• Ability to review, analyze, and articulate data and performance metrics.
• Foundational understanding of building effective working relationships with internal partners, vendors, and customers.
• Familiarity with ERP, CRM, and e-Commerce networks.
• Demonstrated ability to prioritize customer needs and contribute to practical, timely solutions.
• Proactive mindset with curiosity and a willingness to think through problems and collaborate with partners.
• Ability to remain organized, driven, and productive in a fast-paced environment with changing priorities.