Aviation Customer Support Representative

Job Title: Aviation Customer Support Representative

Reports To: Director of Sales

FLSA Status: Non-Exempt

Travel Time: Up to20%

The Aviation Customer Support Representative will be the primary point of contact, acting as a key liaison for customers of all DIMOR Group companies including WACO Aircraft Corporation, JUNKERS Aircraft Corp., and CENTENNIAL Aircraft Services. Customer-Centric role as the company is looking to build a loyal customer base that will generate repeat business and increase profits. This role involves providing regular updates to all customers and supporting new aircraft customers through the delivery process, ensuring a seamless and positive customer experience. This role ensures that all customers receive the highest level of service and that their needs are met promptly and professionally.

What you will do:

1. Serve as the main point of contact for DIMOR Group customers and new aircraft buyers from JUNKERS Aircraft Corp. and WACO Aircraft Corporation.

2. Proactively update customers on the status of their parts orders, maintenance work, aircraft builds, including timelines and any changes.

3. Guide new aircraft customers through the process from order signing to delivery, ensuring they are well-informed and comfortable at each stage.

4. Coordinate with internal teams, including maintenance, production, and sales, to ensure accurate and prompt communication with customers.

5. Schedule and coordinate meetings, delivery inspections, and other key customer interactions.

6. Address and resolve customer inquiries, complaints, and service issues, escalating complex problems to the appropriate department or management when necessary.

7. Monitor customer satisfaction and ensure all concerns are handled in a timely and effective manner. Provide after-sales support to new aircraft customers, including follow-ups and addressing any initial concerns.

8. Maintain detailed and accurate records of all customer interactions and transactions in the CRM system.

9. Generate reports on customer feedback, service levels, Net Promoter Score, and other key metrics as required.

10. Collaborate with marketing and sales teams to understand customer needs and enhance the overall customer experience.

11. Provide feedback to management on customer experiences and suggest improvements to enhance customer service quality.

12. Participate in training sessions and professional development activities to stay updated on industry best practices and company policies.

13. Attend and provide support to trade shows.

14. Additional duties may be assigned as necessary.

What we are looking for:

• Bachelor’s degree in business, Aviation Management, or a related field, or equivalent experience preferred
• Minimum of 2 years’ experience in customer service, preferably in the aviation industry
• Knowledge of JUNKERS Aircraft Corp., WACO Aircraft Corporation, and/or CENTENNIAL Aircraft Services operations is a plus
• Demonstrated ability to create and nurture relationships with customers, making them feel valued
• Familiarity with aviation industry standards and practices
• Demonstrated knowledge of Microsoft Office Suite and CRM systems, Monday.com is a plus
• Ability to work independently with little supervision self motivated
• Excellent oral, written, communication and interpersonal skills with a customerfirst mindset
• Strong organizational, planning and sales skills
• Ability to problem solve and make decisions quickly and efficiently while remaining calm and professional

What we have to offer:

• Medical, Dental & Vision Insurance after 30 days
• 401(K) Company match up to 5%, 100% vest immediately after 6 months
• Short Term & LongTerm Disability Insurance
• Life Insurance Co. paid.
• Vacation, Paid Holidays, & Paid Sick Days after 90days.
• Opportunity to be part of a dynamic and highly motivated work environment where you can develop your potential and launch an exciting career.
• Development opportunities where your input makes a difference.

DIMOR Group Inc. companies are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity and/or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

About Waco Classic Aircraft Corporation

DIMOR Group is proud to be the parent company of WACO Classic Aircraft Corporation and a dynamic range of successful businesses across the Americas, Germany, and Switzerland. Our unwavering commitment to excellence and innovation drives our growth in diverse markets, positioning us as a leader in the industry. Our portfolio of companies features WACO Aircraft, known for excellence in aviation craftsmanship, JUNKERS Aircraft Corp. a leader in innovative aircraft design, and Centennial Aircraft Services, committed to providing top-notch air travel experiences. WACO Classic Aircraft Corporation is the exclusive manufacturer of iconic 1930s-era biplanes. Each one is a stunning tribute to aviation history. Our aircraft delivers an extraordinary experience, inviting you to savor the magic of flight like never before. We are the world’s sole manufacturer of 1930s-era biplanes. Experience the legacy of aviation with WACO Aircraft, where history takes to the skies!