Customer Service Representative III

Customer Service Representative III

This 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.

About Canyon AeroConnect

Canyon AeroConnect stands as one of the world's leading suppliers of avionic-standard aircraft communications, navigation and audio/intercom systems. Canyon's 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, we've 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.

Position Summary

Canyon 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.

This 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.

The 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.

Essential Responsibilities

• Advanced Customer Account Management
• Order & Quotation Management
• Manage strategic or high-complexity customer accounts and order activities
• Manage and maintain customer portal accounts, access, and content.
• Process and oversee complex quotes, contracts, sales orders, returns, and replacement requests
• Review customer purchase orders and contractual requirements for accuracy and compliance
• Serve as a primary escalation point for customer concerns, delivery issues, and order discrepancies
• Provide proactive communication and solutions to maintain strong customer relationships
• Monitor order status and proactively communicate updates, delays, or changes to customers and internal stakeholders
• Coordinate shipment schedules and support fulfillment activities to meet customer requirements

• Customer Support & Relationship Management
• Serve as a primary point of contact for assigned customer accounts
• Respond to customer inquiries regarding order status, product availability, pricing, shipping, and returns
• Resolve moderately complex customer issues independently while escalating higher-level concerns as appropriate
• Build and maintain strong professional relationships through responsive and effective communication
• Support external sales teams with customer follow-up and account coordination activities

• Returns & Escalation Support
• Issue return material authorizations (RMAs) and coordinate replacement or credit activities
• Investigate customer concerns and collaborate with internal teams to ensure timely resolution
• Assist in managing customer escalations and documenting corrective actions

• CRM, Reporting & Documentation
• Maintain accurate customer records, communications, and sales activity within CRM systems
• Generate reports related to order activity, customer requests, and open issues
• Ensure sales and customer service documentation is properly maintained and compliant with company standards

• Operational Coordination & Escalation Resolution
• Coordinate cross-functional activities involving Engineering, Production Control, Supply Chain, Shipping, Quality, and Finance
• Lead resolution efforts for critical customer issues impacting delivery, quality, or satisfaction
• Support root cause investigations and corrective action activities related to customer complaints
• Assist leadership in identifying operational risks and customer impact concerns

• Process Improvement & Team Support
• Recommend and support implementation of customer service process improvements and workflow efficiencies
• Assist in updating and maintaining customer service processes to ensure compliance with AS9100 quality standards and company procedures
• Assist in developing standard operating procedures and training materials
• Mentor and provide guidance to Customer Service Representative I and II employees
• Support onboarding and continuous training initiatives within the department

• Reporting & Systems Expertise
• Maintain advanced knowledge of CRM and ERP systems and support troubleshooting activities
• Generate and analyze customer service metrics, backlog reports, and order activity data
• Assist management with reporting and customer service performance analysis

• Customer Advocacy & Business Support
• Support sales initiatives and customer retention efforts through exceptional service and responsiveness
• Participate in customer meetings, program reviews, and operational discussions as needed
• Serve as a customer advocate while balancing operational and business requirements

• Additional Responsibilities
• Maintain regular, reliable onsite attendance
• Uphold company policies, ethics, and EH&S standards
• Perform other duties as assigned

Qualifications

Required

• High School Diploma or GED required; Bachelor's degree preferred
• 6+ years of progressive customer service, order management, or sales operations experience in a B2B environment
• Advanced experience with ERP and CRM systems
• Demonstrated ability to independently manage complex customer accounts and escalations
• Strong analytical, organizational, and communication skills
• Ability to prioritize and manage multiple high-level responsibilities simultaneously

Preferred

• Aerospace or manufacturing industry experience
• ERP experience
• Knowledge of AS9100 or regulated manufacturing standards
• Experience mentoring or training employees
• Experience supporting strategic accounts or government/commercial aerospace customers

Key Competencies

• Senior-Level Customer Service
• Escalation & Issue Resolution
• Strategic Account Support
• Operational Coordination
• Process Improvement
• ERP & CRM Expertise
• Customer Advocacy
• Mentoring & Knowledge Sharing
• Communication & Collaboration
• Critical Thinking & Problem Solving

Work Environment & Physical Requirements

• Office-based environment with regular onsite presence required
• Prolonged periods working at a computer workstation
• Light lifting up to 10 lbs. occasionally
• Fast-paced, collaborative office environment supporting manufacturing operations

Canyon 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.

As 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.

If 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.