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Customer Sales & Service Representative I

Company: Duncan Aviation
Location: Lincoln
Posted on: July 13, 2019

Job Description:

The Customer Sales and Service Representative I is responsible for individually generating invoice sales in excess of $60,000 in gross profit annually and overseeing a minimum of 100 work orders. This position will assist customers, satellite, and shop team members by responding to requests or inquiries regarding Duncan Aviation component repair and overhaul services in support of financial and company objectives. This position works with appropriate Company team members to assist customers in developing the appropriate work scope and ensuring successful completion of the work scope to the customer's expectation, while nurturing and maintain a strong customer relationship. The Customer Sales and Service Rep I establishes and follows best practices, applicable guidelines, and federal policies and procedures, such as FAA Parts 23 and 21, when selling and completing projects. In addition, this position monitors status of customer send-in units and provides teardown reports; uses technical knowledge to understand and communicate status information from the company's work order; generates, processes and bills work orders; updates the Customer Relationship Management (CRM) system; and assists with training of new team members. This position participates in completing department goals established in strategic plans and overall Company's objectives and mentors sales team members.

Essential Job Functions


  • Generates accurate proposals from quote requests and maintain proposal records, creates requests for Quotes (RFQ's) as needed, provides timely follow up with customers, closes sales, and brokers materials to achieve financial objectives identified in the annual budgets. Supports others service sales team members in their sales efforts to foster "team selling". Consistently maintains high close ratio. Able to operate autonomously, if required, when quoting, buying or selling aviation equipment.


    • Records accurate "fast" quotes and works directly with support team members (i.e. rotable managers, tech reps, etc.) to ensure successful completion of the customer's expectations.


      • Promotes Duncan Aviation services at every opportunity including customer visits, conferences, preparing newsletter and tele-fax articles, attending conventions and tradeshows, etc.


        • Identifies and recommends types and quantities of parts and rotables to be added to inventory.


          • Networks and negotiates with external suppliers of parts and components, and cold calls customers or prospective customers for the good of the whole parts sales team.


            • Manages majority of incoming calls regarding work order specific questions.


              • Schedules and coordinates units for repair or overhaul for Accessory and Avionics teams and communicates accurate turn-time and completion dates. Notifies repair shop and material services departments of AOG or expedited units.


                • Prepares and presents estimates for repairs, overhaul, and exchanges to outside services of components in response to customers' requests.


                  • Monitors and updates work orders (i.e. verifying pricing, squawk details, parts, labor, all outside services and discounts to ensure accurate invoice, etc.) for customers that utilize one shop in either accessories or avionics. Estimates, quotes, schedules, bills prepared work orders, collects payment, and ships units.


                    • Performs other related duties as assigned by management.

                      Job Specific Requirements

                      • Licenses/Certificates: N/A
                      • Attendance: Regularly scheduled attendance required; multiple night and short notice travel
                      • Physical: Repetitive motion; tolerates sitting; reading small print, proficient typing and data entry skills
                      • Environmental: N/A
                      • Work Schedule: Monday through Friday, 10:00 AM to 7:00 PM

                        Education and Experience

                        • Bachelor's Degree in Business, Marketing, Aviation, or related field or equivalent preferred
                        • Three years aviation sales or equivalent experience with a knowledge of work orders, consignments, virtual inventory and managed rotables required
                        • Proficiency with general computer use and use of Microsoft Software (i.e. Word, Excel, AS400, AS 400 for windows, and access database queries, etc.)
                        • Bilingual in Portuguese or Spanish is required

Keywords: Duncan Aviation, Lincoln , Customer Sales & Service Representative I, Hospitality & Tourism , Lincoln, Nebraska

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