Reports To: Director of Sales

FLSA Status: Non-Exempt

The Aviation Customer Support Representative will be the primary point of contact, acting as a key liaison for customers of all DIMOR Group companies including WACO Aircraft Corporation, JUNKERS Aircraft Corp., and CENTENNIAL Aircraft Services. Customer-Centric role as the company is looking to build a loyal customer base that will generate repeat business and increase profits. This role involves providing regular updates to all customers and supporting new aircraft customers through the delivery process, ensuring a seamless and positive customer experience. This role ensures that all customers receive the highest level of service and that their needs are met promptly and professionally.

What you will do:

• Serve as the main point of contact for DIMOR Group customers and new aircraft buyers from JUNKERS Aircraft Corp. and WACO Aircraft Corporation.
• Proactively update customers on the status of their parts orders, maintenance work, aircraft builds, including timelines and any changes.
• Guide new aircraft customers through the process from order signing to delivery, ensuring they are well-informed and comfortable at each stage.
• Coordinate with internal teams, including maintenance, production, and sales, to ensure accurate and prompt communication with customers.
• Schedule and coordinate meetings, delivery inspections, and other key customer interactions.
• Address and resolve customer inquiries, complaints, and service issues, escalating complex problems to the appropriate department or management when necessary.
• Monitor customer satisfaction and ensure all concerns are handled in a timely and effective manner. Provide after-sales support to new aircraft customers, including follow-ups and addressing any initial concerns.
• Maintain detailed and accurate records of all customer interactions and transactions in the CRM system.
• Generate reports on customer feedback, service levels, Net Promoter Score, and other key metrics as required.
• Collaborate with marketing and sales teams to understand customer needs and enhance the overall customer experience.
• Provide feedback to management on customer experiences and suggest improvements to enhance customer service quality.
• Participate in training sessions and professional development activities to stay updated on industry best practices and company policies.
• Attend and provide support to trade shows.
• Additional duties may be assigned as necessary.

What we are looking for:

• Bachelor’s degree in business, Aviation Management, or a related field, or equivalent experience preferred
• Minimum of 2 years’ experience in customer service, preferably in the aviation industry
• Knowledge of JUNKERS Aircraft Corp., WACO Aircraft Corporation, and/or CENTENNIAL Aircraft Services operations is a plus
• Demonstrated ability to create and nurture relationships with customers, making them feel valued
• Familiarity with aviation industry standards and practices
• Demonstrated knowledge of Microsoft Office Suite and CRM systems, Monday.com is a plus
• Ability to work independently with little supervision – self motivated
• Excellent oral, written, communication and interpersonal skills with a customer-first mindset
• Strong organizational, planning and sales skills
• Ability to problem solve and make decisions quickly and efficiently while remaining calm and professional

What we have to offer:

• Medical, Dental & Vision Insurance after 30 days
• 401(K) Company match up to 5%, 100% vest immediately after 6 months
• Short Term & Long-Term Disability Insurance
• Life Insurance Co. paid.
• Vacation, Paid Holidays, & Paid Sick Days after 90-days.
• Opportunity to be part of a dynamic and highly motivated work environment where you can develop your potential and launch an exciting career.
• Development opportunities where your input makes a difference.

DIMOR Group Inc. companies are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity and/or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.