CUSTOMER SERVICE REPRESENTATIVE

Job Description

Job Description

Description:

Setnix, a Setna iO company, is an FAA- and EASA-certified repair station delivering high-quality maintenance, repair, and overhaul solutions for the aviation and aerospace industry. Based in Tempe, Arizona, Setnix specializes in APU and main engine teardown, inspection, testing, repair, overhaul, and certification of high demand rotables and aircraft components. 

Setnix is seeking a Customer Service Representative to support our customers and internal teams at our onsite facility. This position serves as a primary point of contact for customer inquiries, order support, and general customer service needs.

The Customer Service Representative is responsible for providing timely and professional communication, accurately processing customer information and orders, maintaining customer records, and working with internal departments to ensure customer needs are addressed.

Requirements:

Job Responsibilities

• Serve as a primary point of contact for customers by responding to incoming phone calls, emails, and general inquiries. 
• Provide professional and timely customer service while addressing questions, concerns, and requests. 
• Assist customers with orders and ensure accurate data entry and processing within company systems. 
• Provide customers with accurate product, order, and service information. 
• Monitor and follow up on customer requests and open items to ensure timely resolution. 
• Maintain accurate and organized records of customer communications, transactions, and order information. 
• Coordinate with internal departments and cross-functional teams to resolve customer concerns and support customer requirements. 
• Conduct follow-ups with customers to confirm satisfaction and address outstanding issues. 
• Identify opportunities to support additional customer needs, including potential upselling or cross-selling opportunities. 
• Assist with administrative and customer service-related projects as assigned. 
• Maintain professionalism and confidentiality when handling customer and company information. 
• Support continuous improvement efforts related to customer service processes and the overall customer experience. 

Qualifications

• High school diploma or GED required. 
• Minimum of 1–2 years of customer service experience; experience within the aviation or aerospace industry preferred. 
• Ability to read, write, and communicate effectively in English. 
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook. 
• Strong verbal and written communication skills. 
• Strong interpersonal skills with the ability to handle challenging customer situations professionally. 
• Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment. 
• Strong attention to detail and problem-solving skills. 
• Customer-focused attitude with a willingness to learn. 
• Ability to work independently and collaboratively with cross-functional teams. 
• Ability to maintain accurate records and perform data entry using computerized systems. 
• Eagerness to learn and contribute toward individual and team goals. 

Physical Requirements

• Ability to sit and/or stand for extended periods during the workday. 
• Ability to regularly use a computer, keyboard, mouse, and telephone. 
• Ability to perform repetitive hand and finger movements associated with computer and office work. 
• Ability to occasionally lift and carry office materials or supplies as required. 

Why You’ll Love It Here

• A collaborative, people-first culture where your voice and expertise truly matter. 
• Competitive compensation, comprehensive health benefits, and a 401(k). 
• Access to a strong network, best-in-class tools, and ongoing professional development. 
• Onsite gym.

The duties and responsibilities listed above are not intended to be an exhaustive list of all duties and may be subject to change at any time, with or without notice.  

We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. We celebrate diversity and are committed to creating an inclusive environment for all employees. We value the unique backgrounds, experiences, and perspectives of our employees and believe that it strengthens our organization and drives innovation.