Customer Service Representative I

Customer Service Representative I

This position is NOT available for Remote Work.

This position must meet Export Control compliance requirements, therefore a "US Person" as defined by 22 C.F.R. § 120.15 is required. "US Person" includes US Citizen, lawful permanent resident, refugee, or asylee. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

About Canyon AeroConnect

Canyon AeroConnect stands as one of the world's leading suppliers of avionic-standard aircraft communications, navigation and audio/intercom systems. Canyon's products have been widely adopted and proven in-service across a wide range of civilian, paramilitary and military fixed-wing and rotorcraft applications. Over the years, we've become known as the benchmark in aircraft tactical communication and audio equipment for Air Ambulance, Law Enforcement, SAR, EMS, Electronic News Gathering, Military and Marine applications. Products include digital and analog radio/audio management systems, Tac/Com, VHF/UHF radio systems, intercoms, data interface accessories, and aural warning.

Position Summary

We're looking for a detail-oriented and customer-focused Customer Service Representative I to manage the full B2B sales order lifecycle-from order intake to fulfillment. This role is the heartbeat of our sales operations, ensuring smooth communication across departments and top-notch service to our customers.

You'll be responsible for processing new orders, managing quotes, tracking shipments, handling returns, and supporting external sales teams.

If you're organized, tech-savvy, and passionate about customer service, we want to hear from you!

Responsibilities

Order & Quotation Management

• Process quotes and sales orders using CRM and ERP (Oracle) systems
• Review purchase orders for pricing, terms, and delivery accuracy
• Track order progress and proactively communicate updates

Returns & Replacements

• Issue return authorizations and process credit or replacement orders
• Ensure approvals are obtained and customer expectations are managed

Customer Support & Relationship Management

• Respond to customer inquiries via phone and email
• Provide order status updates, suggest product solutions, and resolve issues
• Build strong customer relationships through clear, timely communication

CRM & Data Entry

• Maintain accurate records of customer information, opportunities, and interactions
• Update CRM with quote status, communications, and follow-ups

Cross-Functional Collaboration

• Coordinate with operations, engineering, production control, and account management teams to ensure accurate and timely order fulfillment

Documentation

• Organize and file all sales-related documents in accordance with company standards

Regular & Reliable Attendance

• Consistent physical presence is required to effectively perform the job duties necessary for the role, such as immediate availability for customer interactions or team collaboration
• Employees must be physically onsite to perform the essential functions of their jobs whenever they are scheduled to work

Additional Responsibilities

• Log and manage customer complaints
• Maintain regular, reliable onsite attendance
• Uphold company policies, ethics, and EH&S standards
• Perform other duties as assigned
• This position may include part-time marketing responsibilities as needed

Qualifications

Required:

• High School Diploma or GED
• 2+ years of customer service experience
• Strong computer skills: Microsoft Word, Excel, Outlook
• Excellent phone etiquette and written communication skills
• Strong attention to detail, organizational, and multitasking abilities

Preferred:

• Experience with ERP (Oracle) and CRM systems
• Previous experience in order management or B2B customer service
• Knowledge of AS9100 standards or aerospace products is a plus
• Ability to type 40+ words per minute

Key Skills

• B2B Customer Service
• Sales Order Processing
• CRM & ERP (Oracle)
• Communication & Follow-Up
• Attention to Detail
• Time Management
• Team Collaboration

Work Environment & Physical Requirements

• Office-based; must be physically present onsite during scheduled work hours
• Light physical activity (lifting up to 10 lbs.)
• Prolonged periods at a computer or workstation
• Quiet, climate-controlled office environment

Why Join Us?

• Be part of a mission-driven company supporting global aerospace innovation
• Work with a collaborative and passionate team
• Competitive compensation and benefits
• Opportunities for professional growth and training

Canyon AeroConnect is an Equal Opportunity Employer and federal contractor committed to affirmative action. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.

As a federal contractor, we take affirmative action to employ and advance in employment qualified individuals with disabilities and protected veterans. This position is being listed in accordance with federal contractor obligations under 41 CFR 60-300 and 41 CFR 60-741.

If you require reasonable accommodation to complete the application process, participate in the interview process, or perform essential job functions, please contact Human Resources at charlene.mackelprang@canyonaero.com or 928-708-1550.