20 Progress Rd, Southend-on-Sea, Leigh-on-Sea SS9 5PR, UK
Job Description
Posted Friday, September 12, 2025 at 4:00 AM
COMPANY DESCRIPTION:
Rotable Repairs Ltd is one of the world’s leading specialist Aircraft Wheel and Brake MROs that specialises in the repair and overhaul of aircraft wheels, brakes, freight, and hydraulic components. As a Part 145 EASA/FAA and TCCA Approved Workshop facility, Rotable Repairs provides quality repair and overhaul services for most classic and current generation jet & turbo prop aircrafts trusted by airlines and aerospace organisations all over the world.
JOB SUMMARY:
The Senior Customer Service Representative is a key leader within the customer support function, responsible for managing key MRO customer accounts, overseeing complex order management, resolving escalated enquiries, and driving operational excellence across administrative and service activities. The role demands advanced communication skills, strategic cross-functional coordination, and a proactive approach to regulatory compliance and continuous improvement. The Senior Customer Service Representative plays a critical role in enhancing customer satisfaction and business performance.
DUTIES & RESPONSIBILITIES:
* Oversee and manage high-value customer orders with precision and urgency.
* Act as escalation point for complex enquiries, complaints, and service issues.
* Provide expert-level technical and product guidance to customers and internal teams.
* Lead quotation preparation for repair services, parts, and logistics, ensuring commercial alignment.
* Ensure timely dispatch of work order documentation and technical certificates.
Data & System Oversight:
* Maintain and audit customer records, order status, and inventory data in Quantum ERP.
* Ensure accuracy and completeness of work order documentation uploads.
* Oversee CRM updates and ensure consistency across customer profiles and service history.
Logistics & Regulatory Compliance:
* Coordinate with logistics providers and customs authorities to resolve complex import/export challenges.
* Review and approve customs documentation, ensuring full compliance with export control regulations.
* Monitor and enforce adherence to regulatory and quality standards across service operations.
Strategic Cross-Functional Collaboration:
* Serve as senior liaison between Customer Service and Sales, Production, Engineering, Purchasing & Logistics teams.
* Resolve technical queries and ensure alignment with repair timelines and service level agreements.
* Lead contract reviews and support strategic account planning.
* Analyse customer feedback and service metrics to identify and implement improvement initiatives.
* Track and report KPIs such as turnaround time, delivery accuracy, and customer satisfaction.
* Organise and lead customer visits, audits, and virtual meetings to strengthen relationships and transparency.
MINIMUM REQUIREMENTS:
* Vocational Level 4, HNC, Certificates of Higher Education (CertHE). Aeronautical and Technical School, Aeronautical Military School or QA Assessment. OEM or OEM training.
* Minimum of 4 years’ experience in technical customer service or aviation support roles.
* Strong proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook).
* Proven experience in office administration and ERP/CRM systems (Quantum preferred).
* Exceptional organisational, time management and prioritisation skills.
* High attention to detail and strong numerical accuracy.
* Excellent written, verbal, and interpersonal communication skills.
* Demonstrated ability to lead and collaborate across departments.
* Strategic thinker with a pro-active, solutions-orientated mindset.
PREFERRED REQUIREMENTS:
* A background in aviation and/or repair cycle management.
* Comprehensive knowledge of aircraft spares.
* Technical knowledge of aircraft components preferably touching on MROs, aviation distribution or similar environments.
* Experience of Quantum ERP Software and web-based Aircraft parts databases.
* Familiarity with ISO, FAA, EASA, or other aviation regulatory standards.
EEO STATEMENT: VSE is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state or local law.
At VSE, we don’t just hire employees; we nurture careers and champion well-being. We understand that our success is driven by the people who make up our incredible team, and that’s why we’re committed to providing a workplace that goes beyond just a job—it’s a place where you can truly flourish. When you choose VSE, you’re choosing a company that prioritizes YOU.
Time Off: Paid Time Off to relax and recharge. Family Support: Paid Maternity Leave and Paid Bonding Leave, along with access to our Employee Assistance Program. Education: Tuition Reimbursement for Undergrad, Technical, and Graduate Programs. Financial Security: 401(k) and Employee Stock Purchase Plan. Healthcare: Health, Dental, and Vision Care. Flexible Spending: HSA, FSA, and Dependent Care plans. Insurance: Short-Term and Long-Term disability insurance. Competitive Salaries: Competitive salaries. Join VSE and grow with us.
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