Customer Service Representative - Aerospace Repair & Overhaul

Customer Service / Inside Sales Representative — Aerospace Repair & Overhaul
Miami Lakes, FL | Full-time, on-site | Reports to: Senior Sales Manager

About AEM
Aircraft Electric Motors has repaired, overhauled, and manufactured aerospace electrical components since 1972 — generators, starter-generators, motors, and related accessories for commercial, corporate, and military aircraft. We're an FAA, EASA, and UK CAA Part 145 repair station, AS9100D certified, serving airlines, MROs, operators, and OEMs worldwide.

Purpose of the Role
Act as the liaison between the customer and AEM — driving customer satisfaction by resolving issues, keeping information accurate and consistent across the company, and ultimately increasing sales. You own a book of accounts from RFQ through delivery: quoting the work, converting it to orders, and keeping the customer informed while the unit is in the shop.

What You'll Do

Customer Contact

• Call customers with orders in house to maintain contact, provide quotes, and give status on their orders
• Call prospects and dormant accounts to establish contact, introduce AEM, and encourage future business
• Receive inbound calls and resolve customer questions, concerns, and problems
• Serve as primary point of contact for an assigned book of accounts
• Visit customers and prospects when directed by senior management
• Support the outside salesperson as needed

Orders & Quoting

• Process incoming RFQs and issue competitive, timely quotes
• Enter and manage sales orders and repair orders in the system
• Coordinate quotes and turn times with everyone else who touches the customer, so the information leaving AEM is consistent and accurate
• Follow up on open quotes and drive them to purchase orders
• Identify additional repair opportunities within existing accounts
• Manage return authorizations, warranty claims, and complaints through resolution
• Coordinate shipping, export documentation, and certification paperwork

Production Coordination & Reporting

• Prepare and run the rush list in collaboration with all customer sources and report it to production
• Maintain status sheets for Manufacturing and R&O
• Coordinate with production and quality on job status, hold conditions, and expedites
• Document all customer activity and interactions accurately and on time
• Prepare bi-monthly customer activity reports
• Report quote volume, win rates, and on-time delivery to the Senior Sales Manager

How Success Is Measured

• Increased sales and quote conversion
• Improved customer satisfaction and fewer complaints
• Dates and turn times given to customers are accurate and consistent across the company
• Status reports for Manufacturing and R&O are current and properly documented
• Reports and documentation completed accurately and on time
• Strong working relationships internally — collaboration and teamwork across all levels
• Personal productivity: workload handled efficiently, including effective use of administrative support

What You Need

• 2+ years in customer service, inside sales, or account management — aerospace, MRO, distribution, or manufacturing preferred
• Strong written and verbal communication; you'll be emailing airline buyers and OEM program managers
• Proficiency in Microsoft Office, especially Excel; comfortable learning our systems
• Ability to juggle open orders and shifting priorities without losing track
• Sense of urgency — in this industry, a day of delay has real cost to the customer
• Comfortable making outbound calls and asking for the order
• High school diploma required; associate's or bachelor's a plus
• Must be eligible to work on defense-related programs (U.S. citizen or permanent resident)

Strong Candidates May Also Have

• Experience in aviation MRO, parts distribution, or an FAA Part 145 environment
• Familiarity with repair station documentation and airworthiness certifications
• Working knowledge of export compliance or international freight
• Bilingual English/Spanish

What We Offer

• Direct line to the Senior Sales Manager and visibility with ownership
• Real ownership of accounts, not a script and a queue
• Growth path into account management and outside sales
• Stable, established company — 50+ years in business

Aircraft Electric Motors has been repairing, overhauling, and manufacturing aerospace electrical components since 1972. From our 60,000 sq ft Miami Lakes facility, we serve military, commercial, corporate, and rotorcraft customers worldwide, and provide manufacturing services to a number of Fortune 500 companies. We hold FAA, EASA, and UK CAA Part 145 approvals, AS9100D certification, and NADCAP accreditation. Our work covers rotors, armatures, stators, exciters, fields, coils, and solenoids for AC and DC aerospace generators and motors.