Storefront Administrator & Customer Service Representative in Stafford

We are looking for a motivated and meticulous MRO Storefront Administrator & Customer Service Representative (CSR) to join our client’s 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
• 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 will have ownership of a defined group of customers, managing the MRO process end-to-end.

Daily Duties:

• 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.
• Responding to customer inquiries, providing accurate status updates and information.
• Coordinating closely with external MRO repair sites to gather technical, scheduling, and pricing inputs.
• Maintaining accurate and complete data within SAP and supporting systems, ensuring traceability and compliance.
• Supporting order management, scheduling alignment, and customer communication across the repair lifecycle.
• Assisting with invoice query resolution and turnback collection activities, escalating issues as required.
• Reporting operational issues through the Quality, Cost, Delivery, People, Safety (QCPC) process.
• Escalating 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.