Customer Service Representative - Aftermarket

We are currently recruiting for an experienced customer service representative to work in our aerospace client’s busy aftermarket department based in Wolverhampton. The role will be based on site.

The purpose of this role is to manage Military Aftermarket Spares orders from request for quotation through to invoicing, ensuring customer satisfaction, on-time delivery, and compliance with contractual requirements. The Spares Customer Service Representative acts as the key interface between customers and internal teams, supporting efficient order execution and proactive communication throughout the order process.

Key Responsibilities and Duties:

• Reviewing and processing customer requests for quotation.
• Reviewing customer purchase orders and ensuring accuracy of all related documentation and regulatory information.
• Acknowledging receipt of RFQs, purchase orders and maintaining proactive communication with customers.
• Preparing and issuing quotations in accordance with established pricing policies.
• Following up on quotations and securing customer approval in a timely manner.
• Managing and maintaining customer order books, reviewing via email, online calls/meetings and telephone.
• Providing order lead times and updates throughout the order process, escalating critical items internally, ensuring the customer is kept up to date.
• Processing approved quotations and customer orders within the SAP ERP system.
• Providing appropriate documentation to customers via email and customer portals.
• Preparing and issuing customer invoices as required.
• Liaising with Business Development, Programs, Pricing, Operations, Supply Chain, and Finance teams to support order execution.
• Maintaining accurate, highly organised records and completing all necessary documentation.
• Contributing to continuous improvement and customer satisfaction initiatives.
• Supporting team colleagues and performing other duties as reasonably requested by management.

Skills and Experience Required:

• Experience in customer service, sales administration, order management, or aftermarket support.
• A customer-centric mindset and a commitment to delivering an outstanding customer experience.
• Strong communication and relationship-building skills.
• Excellent organizational skills with the ability to manage multiple tasks and priorities.
• High attention to detail and accuracy when handling customer requests and documentation.
• Proficiency in ERP systems and Microsoft Office tools, in particular Excel (VLOOKUPs and pivot tables).
• A proactive, solution-oriented approach and the ability to work collaboratively in a cross-functional environment.
• Strong ownership, accountability, and follow-through.
• Previous SAP experience is desirable but not essential.
• Previous experience in an aerospace, manufacturing, or MRO environment is desirable but not essential.