Customer Service Representative

Job DetailsJob Location: Fort Worth, TX 76106 

Position & Location: Customer Service Representative – TES Parts in Fort Worth, TX   

Company Overview:  

TES, a distinguished leader in global Business Aviation, specializes in optimizing aircraft availability through exclusive OEM Parts distribution agreements. Our dedicated professionals consistently innovate, reflecting our commitment to being the foremost solution provider in business aviation. 

Our vision drives us to not only excel in our industry but also to be recognized as a premier employer, not just in Fort Worth, Texas where we are headquartered, but globally as we continue to grow the TES business. We aspire to contribute meaningfully to the communities where our employees live and work, embodying a commitment to excellence that goes beyond business. 

Job Description: 

The role provides day-to-day support to Business Aircraft Customers through providing quotations for parts, answering Customer queries, processing sales orders and ensuring overall Customer satisfaction. This position is one that provides global, round-the-clock service for a growing client base, reporting to the Customer Service Supervisor. 

Primary Duties 

Process Customer’s Orders efficiently and accurately from inception to invoicing. 

Coordinate and communicate effectively with internal and external customers. 

Contribute to successful delivery of Customer Orders. 

Confer with customers that contact the organization by telephone or electronically to provide information about products or services, discuss customer accounts, address customer complaints, process Requests for Quotes, process Sales orders, and other tasks as necessary. 

Responds to calls or emails to customers to provide follow-up on inquiries. 

Generates documentation and solves customer issues/requests/complaints in accordance with procedures, and when required, redirects queries to appropriate department or personnel. 

Provides technical assistance to customers and escalates complex issues to appropriate personnel as required.  

Manages and maintains a record of customer interactions or transactions; records details of inquiries, complaints, comments, and actions taken to facilitate future needs in training and improvements in customer services. 

Confer with sales, shipping, warehouse, or other personnel to expedite or trace shipments. 

May promote products to ensure business targets are met. 

May provide after-sales support for client contracts to ensure customers satisfaction is met. 

Perform duties related to overall customer service. 

Provide support to sales team regarding customer concerns. 

Coordinates with Outside and Inside Sales to identify opportunities. 

Serves as customer interface on product status and delivery. 

Maintains knowledge of TES organization and products to provide the appropriate information and support to customers. 

Consistently documents customer service needs to identify patterns and maintain quality. 

Other duties as assigned. 

 

Minimum Qualifications: 

Either one or both of the following  

Associate’s degree in an Aviation/Customer Service Industry related field 

A minimum of three years’ related industry experience 

Preferred education and experience: 

Bachelor’s degree in business administration or in an Aviation/Customer Service Industry related field 

4 years related industry experience. 

Successful candidates will possess these skills:  

Fluency in English  

Ability for Accuracy, Accountability, Judgement and Decision Making 

Ability to work in a Time-Sensitive Environment 

Solid interpersonal skills that allow one to work effectively in a diverse working environment 

Able to effectively communicate both verbally and in writing 

Strong attention to detail 

Strong planning, organizational, analytical, decision-making, and problem-solving skills 

Able to deal with people sensitively, tactfully, diplomatically, and professionally always 

Ability to multi-task and understand priority levels is a must 

Data entry and typing skills 

A commitment to professional practice and continuous professional improvement 

Experience with Salesforce 

Experience with Quantum or similar ERP System 

This position offers: 

Health, dental and life insurance 

401(K) 

Performance goal and objectives include: 

To be determined by Supervisor 

Summary 

The position is primarily Monday to Friday but due to the requirement to integrate with colleagues in the USA, Asia and Europe, after-hour work will be required.  

TES is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex,