Customer Service Representative III

divh2Customer Service Representative III/h2pThis position is NOT available for Remote Work. This position must meet Export Control compliance requirements, therefore a US Person as defined by 22 C.F.R. 120.15 is required. US Person includes US Citizen, lawful permanent resident, refugee, or asylee. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire./ppAbout Canyon AeroConnect/ppCanyon AeroConnect stands as one of the worlds leading suppliers of avionic-standard aircraft communications, navigation and audio/intercom systems. Canyons products have been widely adopted and proven in-service across a wide range of civilian, paramilitary and military fixed-wing and rotorcraft applications. Over the years, weve become known as the benchmark in aircraft tactical communication and audio equipment for Air Ambulance, Law Enforcement, SAR, EMS, Electronic News Gathering, Military and Marine applications. Products include digital and analog radio/audio management systems, Tac/Com, VHF/UHF radio systems, intercoms, data interface accessories, and aural warning./ph3Position Summary/h3pCanyon AeroConnect is seeking an experienced and highly skilled Customer Service Representative III to serve as a senior-level customer service professional supporting complex customer accounts, high-priority programs, and advanced operational coordination activities./ppThis role functions as a subject matter expert within the Customer Service team and is responsible for handling escalated customer issues, supporting process improvements, mentoring junior team members, and coordinating closely with Sales, Operations, Engineering, and executive leadership to ensure exceptional customer satisfaction./ppThe ideal candidate demonstrates advanced problem-solving skills, operational knowledge, and the ability to manage highly complex customer interactions in a fast-paced aerospace manufacturing environment./ph3Essential Responsibilities/h3ulliAdvanced Customer Account Management/liliOrder Quotation Management/liliManage strategic or high-complexity customer accounts and order activities/liliManage and maintain customer portal accounts, access, and content./liliProcess and oversee complex quotes, contracts, sales orders, returns, and replacement requests/liliReview customer purchase orders and contractual requirements for accuracy and compliance/liliServe as a primary escalation point for customer concerns, delivery issues, and order discrepancies/liliProvide proactive communication and solutions to maintain strong customer relationships/liliMonitor order status and proactively communicate updates, delays, or changes to customers and internal stakeholders/liliCoordinate shipment schedules and support fulfillment activities to meet customer requirements/li/ululliCustomer Support Relationship Management/liliServe as a primary point of contact for assigned customer accounts/liliRespond to customer inquiries regarding order status, product availability, pricing, shipping, and returns/liliResolve moderately complex customer issues independently while escalating higher-level concerns as appropriate/liliBuild and maintain strong professional relationships through responsive and effective communication/liliSupport external sales teams with customer follow-up and account coordination activities/li/ululliReturns Escalation Support/liliIssue return material authorizations (RMAs) and coordinate replacement or credit activities/liliInvestigate customer concerns and collaborate with internal teams to ensure timely resolution/liliAssist in managing customer escalations and documenting corrective actions/li/ululliCRM, Reporting Documentation/liliMaintain accurate customer records, communications, and sales activity within CRM systems/liliGenerate reports related to order activity, customer requests, and open issues/liliEnsure sales and customer service documentation is properly maintained and compliant with company standards/li/ululliOperational Coordination Escalation Resolution/liliCoordinate cross-functional activities involving Engineering, Production Control, Supply Chain, Shipping, Quality, and Finance/liliLead resolution efforts for critical customer issues impacting delivery, quality, or satisfaction/liliSupport root cause investigations and corrective action activities related to customer complaints/liliAssist leadership in identifying operational risks and customer impact concerns/li/ululliProcess Improvement Team Support/liliRecommend and support implementation of customer service process improvements and workflow efficiencies/liliAssist in updating and maintaining customer service processes to ensure compliance with AS9100 quality standards and company procedures/liliAssist in developing standard operating procedures and training materials/liliMentor and provide guidance to Customer Service Representative I and II employees/liliSupport onboarding and continuous training initiatives within the department/li/ululliReporting Systems Expertise/liliMaintain advanced knowledge of CRM and ERP systems and support troubleshooting activities/liliGenerate and analyze customer service metrics, backlog reports, and order activity data/liliAssist management with reporting and customer service performance analysis/li/ululliCustomer Advocacy Business Support/liliSupport sales initiatives and customer retention efforts through exceptional service and responsiveness/liliParticipate in customer meetings, program reviews, and operational discussions as needed/liliServe as a customer advocate while balancing operational and business requirements/li/ululliAdditional Responsibilities/liliMaintain regular, reliable onsite attendance/liliUphold company policies, ethics, and EHS standards/liliPerform other duties as assigned/li/ulh3Qualifications/h3pRequired/pulliHigh School Diploma or GED required; Bachelors degree preferred/lili6+ years of progressive customer service, order management, or sales operations experience in a B2B environment/liliAdvanced experience with ERP and CRM systems/liliDemonstrated ability to independently manage complex customer accounts and escalations/liliStrong analytical, organizational, and communication skills/liliAbility to prioritize and manage multiple high-level responsibilities simultaneously/li/ulpPreferred/pulliAerospace or manufacturing industry experience/liliERP experience/liliKnowledge of AS9100 or regulated manufacturing standards/liliExperience mentoring or training employees/liliExperience supporting strategic accounts or government/commercial aerospace customers/li/ulh3Key Competencies/h3ulliSenior-Level Customer Service/liliEscalation Issue Resolution/liliStrategic Account Support/liliOperational Coordination/liliProcess Improvement/liliERP CRM Expertise/liliCustomer Advocacy/liliMentoring Knowledge Sharing/liliCommunication Collaboration/liliCritical Thinking Problem Solving/li/ulh3Work Environment Physical Requirements/h3ulliOffice-based environment with regular onsite presence required/liliProlonged periods working at a computer workstation/liliLight lifting up to 10 lbs. occasionally/liliFast-paced, collaborative office environment supporting manufacturing operations/li/ulpCanyon AeroConnect is an Equal Opportunity Employer and federal contractor committed to affirmative action. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law./ppAs a federal contractor, we take affirmative action to employ and advance in employment qualified individuals with disabilities and protected veterans. This position is being listed in accordance with federal contractor obligations under 41 CFR 60-300 and 41 CFR 60-741./ppIf you require reasonable accommodation to complete the application process, participate in the interview process, or perform essential job functions, please contact Human Resources at View email address on click.appcast.io or View phone number on click.appcast.io./p/div