Storefront Administrator & Customer Service Representative; Wolverhampton; 6 month Contract; £17.00PH PAYE; Inside IR35
We are looking for a motivated and meticulous MRO Storefront Administrator & Customer Service Representative (CSR) to join our clients MRO Storefront team based in Wolverhampton during a period of significant transformation. This role, working within the aerospace sector will initially focus on supporting high-volume administrative and transactional activities required to stabilise and operate the current MRO Storefront, while progressively evolving into a customer-owned, end-to-end service role over time.
Currently the Storefront function manages a substantial amount of manual and administrative work, including central inbox management, SAP data entry, unit induction, quoting activities, and coordination with MRO repair sites. The successful candidate will play a key role in executing these activities accurately and efficiently, ensuring continuity of service for customers and Repair Operations.
Long-term the organisation will be looking to eliminate manual and low-value administrative work through process improvement, automation, and system enhancements, enabling the full Storefront team to transition to a customer-based operating model. each CSR to have ownership of a defined group of customers, managing the MRO process end-to-end.
Daily Duties
- Manage high-volume administrative tasks supporting MRO Storefront operations, including:
- Monitoring and managing the central Storefront inbox.
- Performing manual SAP transactions, including unit inductions, order creation, and quotation setup.
- Supporting the quotation process, including customer interactions and coordination with MRO repair sites.
- Respond to customer inquiries, providing accurate status updates and information.
- Coordinate closely with external MRO repair sites to gather technical, scheduling, and pricing inputs.
- Maintain accurate and complete data within SAP and supporting systems, ensuring traceability and compliance.
- Support order management, scheduling alignment, and customer communication across the repair lifecycle.
- Assist with invoice query resolution and turnback collection activities, escalating issues as required.
- Report operational issues through the Quality, Cost, Delivery, People, Safety (QCPC) process.
- Escalate complex customer or operational issues to the MRO Storefront Team Leader.
Evolving responsibilities (future-state objective)
- Transition toward dedicated customer ownership, managing a defined portfolio of customers.
- Take end-to-end responsibility for customer accounts, from induction through repair coordination to invoicing support.
- Proactively manage customer expectations, delivery commitments, and communication.
- Reduce reliance on manual work by adopting improved processes and automated solutions.
- Act as a knowledgeable and empowered customer interface, resolving issues independently within defined governance.
- Actively contribute to process standardisation, documentation, and continuous improvement initiatives.
- Support the Storefront Team Leader in embedding the customer-based operating model across the team.
Essential skills and experience required:
- Strong customer service mindset with clear, professional communication skills.
- Experience in an administrative, customer service, or operational support role within an Aftermarket, MRO, or service-driven environment.
- High attention to detail and comfort working with manual, transactional system activities.
- Working knowledge of SAP (Sales & Distribution modules preferred) or similar ERP systems.
- Ability to work in a structured, process-driven environment while adapting to change.
- Willingness to learn end-to-end MRO processes and progressively take on increased responsibility.
Desirable skills and experience:
- Exposure to aerospace MRO or defence-related environments.
- Understanding of quoting, invoicing, turnback management, or cash-collection processes.
- Awareness of export control requirements, including EUUs and export licences.
- Familiarity with Continuous Improvement or Lean principles.
- Aspiration to develop into a full customer-ownership role within a customer-based Storefront organisation.
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MRO Storefront Administrator in Stafford employer: Morson Edge
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