Sr Customer Support Representative

Sr. Customer Support Representative
Bethel, CT
Pay: $45.00 per hour
26-04688
Job Summary
The Senior Customer Support Representative is responsible for managing and supporting a portfolio of aerospace customer accounts, including OEMs, airlines, MROs, and distribution partners. This role serves as the primary point of contact for customer account management, overseeing the full customer lifecycle from proposal development and contract review through order fulfillment, delivery coordination, and ongoing account support. The ideal candidate has strong aerospace industry experience, excellent communication and relationship management skills, and the ability to coordinate cross-functional teams to ensure exceptional customer service and operational performance. This position requires a highly organized professional who can manage multiple priorities, analyze customer requirements, support negotiations, and identify business growth opportunities.

Job Responsibilities

• Serve as the primary point of contact for assigned customer accounts and account management activities
• Build and maintain strong relationships with OEMs, airlines, MROs, distributors, and other aerospace customers
• Review RFQs, RFPs, contracts, and customer requirements to prepare quotes and proposals
• Coordinate with internal departments including Contracts, Pricing, Supply Chain, Engineering, Finance, Manufacturing, Quality, Shipping, and Sales to support customer requirements
• Lead proposal kickoffs, customer meetings, teleconferences, program reviews, and account status discussions
• Support contract negotiations, gate reviews, audits, and customer program reviews as required
• Monitor forecasts, inventory, delivery schedules, and customer demand requirements
• Coordinate order fulfillment activities from order entry through shipping and logistics
• Communicate order status, turnaround times, delivery updates, and issue resolution to customers
• Review customer claims and support analysis activities with Finance and Accounting teams
• Develop and implement recovery plans for delinquent performance issues and support corrective actions
• Analyze customer trends, market conditions, and business opportunities to support account growth
• Prepare account metrics, status reports, and performance updates for leadership teams
• Ensure timely execution of customer initiatives and maintain high levels of customer satisfaction

Job Requirements

• Bachelor's degree with a minimum of 3 years of experience in account management, customer support, contract administration, project management, quality, manufacturing, operations, supply chain, or aerospace environments required
• In lieu of a bachelor's degree, a high school diploma or GED with a minimum of 10 years of relevant experience required
• Experience supporting aerospace, manufacturing, or operations-related customer accounts preferred
• Strong experience with proposal preparation, contract review, negotiation, and compliance management
• Familiarity with aerospace customers, OEMs, MROs, and aviation industry operations preferred
• Strong communication, organizational, analytical, and time management skills
• Ability to manage multiple customer programs and priorities simultaneously
• Strong problem-solving and customer relationship management abilities
• Proficiency with Microsoft Office Suite including Excel, PowerPoint, Word, Outlook, and MS Project
• Understanding of contract terms and conditions, corporate finance, and project coordination principles preferred
• Ability to collaborate effectively across cross-functional teams and leadership levels
• Must be legally authorized to work in the United States without sponsorship
• Must meet ITAR requirements as a U.S. Person

Education

• Bachelor's degree from an accredited institution preferred
• Equivalent professional experience may be considered in lieu of degree requirements

Work Experience

• Experience in aerospace, manufacturing, operations, supply chain, quality, or customer account management environments preferred
• Experience managing customer programs, proposals, contracts, and fulfillment activities preferred
• Experience working with aerospace OEMs, airlines, MROs, or distribution partners preferred

About Equiliem

Equiliem believes in empowering success. It's our job to cultivate relationships that connect people and employers in a way that is inclusive, intelligent, and allows both to thrive.

Across the U.S., leading companies in healthcare, government, engineering, manufacturing, professional services, and energy rely on us for their workforce solutions. Our recruiting and HR services include contract and direct hire staffing, Payrolling/EOR, Independent Contractor Compliance, and Managed Services.

For almost 30 years, we've helped shape our industry. Today, we continue to research, ask questions, and continuously enhance the candidate journey and client experience.

Benefits

We offer a comprehensive benefits package to our employees, which includes:

• Medical Insurance
• Vision & Dental Insurance
• Life Insurance
• Matching 401(k)
• Commuter Benefits
• Employee Discounts & Rewards
• Payroll Payment Options

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Equiliem is an equal opportunity employer. We do not discriminate or allow discrimination based on race, color, religion, creed, sex, age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Equiliem will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [emailprotected] or (732) 238-6050.