Position Summary
The Customer Service Coordinator supports daily customer interactions and service coordination within an aviation environment. This role serves as a key point of contact for customers while assisting with order tracking, service requests, parts requirements, and communication between internal departments. The ideal candidate is detail-oriented, eager to learn, and passionate about delivering excellent customer experiences in a fast-paced aviation setting.
Key Responsibilities
Customer Support
- Respond to customer inquiries via phone, email, and in-person in a professional and timely manner
- Provide basic information on services, parts availability, order status, and timelines
- Deliver a positive customer experience by demonstrating attentiveness, accuracy and follow-through
- Escalate complex questions or issues to senior team members when needed
- Provides support in generating and reviewing all invoices – providing explanation and guidance to Customers, as needed
- Establish and maintain a trusting relationship between MTS and its Customers
Order & Service Coordination
- Assist with processing customer orders, service requests, purchase orders, repair orders, and work orders in the ERP database
- Track orders, shipments, and service progress, ensuring internal and external customers receive timely updates
- Coordinate with internal teams such as maintenance, parts, and logistics to support customer needs
- Help ensure timely and accurate delivery of services and parts
Administrative Support
- Maintain accurate customer and order records within company systems
- Assist with data entry, documentation, and filing related to customer transactions
- Support preparation of quotes, invoices, and reports under supervision
- Help monitor workflows and ensure tasks are completed on schedule
Learning & Compliance
- Develop a basic understanding of aviation terminology, parts, and operations
- Follow company procedures and aviation regulatory standards (FAA guidelines, as applicable)
- Participate in training and development opportunities to build industry knowledge
Qualifications Required
- High school diploma or equivalent
- 3-4 years of customer service, administrative, sales or coordination experience
- Strong communication and interpersonal skills, both verbal and written
- Basic computer proficiency and software (Microsoft Office: Word, Excel, Outlook)
- Willingness to learn and adapt in a technical/aviation environment
- Familiarity with basic accounting techniques
- Organizational and administrative skills are an asset.
- Ability to support customers on an as needed basis.
Key Competencies
- Customer-focused attitude with a positive, professional demeanor
- Strong attention to detail and organization
- Ability to multitask and prioritize work effectively
- Team player with a willingness to learn and ability to work independently
- Problem-solving mindset with good judgment
Work Environment
- Office setting within an MRO aviation facility, spending extended periods of time sitting at a computer, as well as on the phone
- Frequent collaboration with operations, maintenance, and parts teams
- May involve occasional exposure to hangar or warehouse environments – must be willing to walk to various areas throughout the facility throughout the day
- May be a requirement to wear personal protective equipment (PPE) while working on the shop floor
Compensation & Benefits
- Health, Dental, and Vision insurance
- Company provided Life Insurance, Short and Long-Term disability
- Paid time off and Holidays
- 401K with Company Matching
- Potential career path into senior customer service or operations roles
Pay: $45,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) 6% Match
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Education:
- High school or equivalent (Required)
Experience:
- customer service, sales or coordination: 3 years (Preferred)
Ability to Commute:
- Hartford, WI 53027 (Required)
Work Location: In person
