About the Role
We are recruiting for a Customer Care Representative – Spare Parts to join a global organisation operating within the Ground Support Equipment (GSE) and aviation industry.
This is a customer-facing role combining customer care, spare parts sales, quotations, order management and technical parts support.
The successful candidate will manage an assigned portfolio of customers, supporting their spare parts requirements from initial enquiry and quotation through to order processing and delivery. You will build strong customer relationships, provide responsive support and proactively identify opportunities to develop accounts and increase spare parts sales.
Operating within a fast-paced, customer-driven spare parts environment, the team works collaboratively across an international network to ensure customers receive the parts and support they need as efficiently as possible.
Working closely with technical, purchasing, logistics and sales teams, you will ensure customers receive accurate information, effective solutions and a consistently high level of service.
Key Responsibilities
Customer Care & Account Management
- Manage an assigned portfolio of customers and their ongoing spare parts requirements.
- Act as a key day-to-day point of contact, responding to customer enquiries professionally and within appropriate timescales.
- Develop strong, long-term relationships with customers and build an understanding of their equipment, operations and future parts requirements.
- Proactively engage with customers to understand upcoming requirements, promote relevant products and identify opportunities to increase sales.
- Take ownership of customer enquiries from initial request through to successful completion.
- Keep customers informed regarding quotations, availability, lead times, orders, shipments and outstanding actions.
- Deliver a consistently high level of customer service across the assigned portfolio.
Spare Parts Quotations & Sales
- Receive and process customer Requests for Quotation (RFQs) across telephone, email and internal systems.
- Prepare accurate spare parts quotations in line with customer requirements.
- Provide customers with accurate information regarding pricing, availability and lead times.
- Proactively follow up quotations and support the conversion of enquiries into orders.
- Identify opportunities to increase spare parts sales across existing customer accounts.
- Work closely with internal teams to resolve pricing, availability and product-related enquiries.
- Maintain accurate records of quotations, customer communications and sales activity.
Technical Parts Identification
- Support customers in identifying the correct spare parts for their equipment.
- Use available technical information, parts documentation and internal systems to research and identify components.
- Liaise with internal technical specialists when additional support is required.
- Take ownership of parts enquiries and keep customers informed of progress until an appropriate solution has been identified.
- Develop a strong working knowledge of the organisation's equipment and spare parts portfolio.
Order Processing & Logistics
- Process customer orders accurately through the company's ERP system.
- Coordinate customer shipments and work closely with internal logistics teams to ensure orders are delivered efficiently.
- Monitor orders from receipt through to delivery and provide customers with regular status updates.
- Proactively communicate changes, delays or potential issues affecting customer orders.
- Work with relevant internal teams to resolve order, shipment and delivery issues.
- Maintain accurate order and customer documentation throughout the process.
Inventory & Purchasing Support
- Develop an understanding of customer demand and commonly requested spare parts across the assigned region.
- Share relevant customer and market information with Purchasing and Spare Parts teams.
- Support decisions regarding regional stock requirements based on customer demand and purchasing trends.
- Highlight recurring customer requirements and opportunities to improve parts availability and service levels.
Cross-Functional Collaboration
- Work closely with colleagues across Spare Parts, Purchasing, Logistics, Technical Support and Sales.
- Coordinate internally to ensure customer enquiries are directed to the appropriate teams and progressed efficiently.
- Maintain clear communication between customers and internal stakeholders.
- Support colleagues with customer requirements based on your own areas of knowledge and experience.
- Contribute to a collaborative international team environment focused on customer service and commercial growth.
Requirements & Experience
The successful candidate will ideally have:
- Previous experience within customer service, spare parts, parts sales, inside sales, aftermarket support or order management.
- Previous experience working directly with B2B customers.
- Experience handling customer quotations, orders and enquiries.
- Experience using an ERP, CRM or order-management system.
- Strong customer service skills, with the ability to take ownership of enquiries through to completion.
- A commercially minded approach, with an interest in developing customer relationships and increasing sales.
- Strong organisational and follow-up skills.
- Excellent written and verbal communication skills.
- Strong attention to detail and accuracy when processing quotations and orders.
- The ability to manage multiple customers, enquiries and priorities within a fast-paced environment.
- Confidence working with technical product information and liaising with technical specialists when required.
- Good working knowledge of Microsoft Office.
- Fluency in English, both written and spoken.
Preferred Industry Experience
Previous experience within a technical spare parts or aftermarket environment would be particularly advantageous.
Relevant sectors could include:
- Ground Support Equipment (GSE)
- Aviation and aerospace
- Heavy equipment
- Material Handling Equipment (MHE)
- Plant and construction equipment
- Automotive or commercial vehicles
- Industrial machinery
- Agricultural equipment
- Technical manufacturing
- OEM or aftermarket parts distribution
Direct GSE experience would be advantageous but is not essential. Candidates with experience managing technical spare parts enquiries, quotations, orders and customers within comparable equipment industries are encouraged to apply.
About You
You will combine excellent customer service with a commercial and proactive mindset.
You'll enjoy building relationships with customers, solving problems and taking ownership of requirements from the initial enquiry through to final delivery.
You will be organised, responsive and comfortable managing multiple quotations and orders while maintaining a high level of accuracy and attention to detail.
You'll also be comfortable proactively engaging with customers to understand their future requirements, develop relationships and identify opportunities to grow sales.
What's on Offer?
This is an excellent opportunity to join an established international organisation operating within the aviation and Ground Support Equipment industry.
The package includes:
- Competitive salary
- 401(k)
- Comprehensive medical, dental and vision insurance
- Paid time off and company holidays
- Training and ongoing professional development
- Exposure to an international aviation, technical and manufacturing environment
- Opportunity to develop specialist knowledge within GSE and aviation spare parts
- Long-term career development opportunities
- Collaborative international working environment