Customer Support Representative - Repair Solutions

Job Summary

This role sits at the operational heart of how we serve our customers every day. You will work alongside a Senior Account Executive, owning the day-to-day management of a defined account portfolio — processing orders, managing quoting, tracking parts, and making sure our customers always know where things stand. You are the person who keeps things moving. This is not an entry-level phone support role. We are looking for someone who is organized, proactive, and genuinely invested in delivering a great customer experience. You will be working in a technical, fast-paced environment where attention to detail and clear communication matter. We are open to candidates from adjacent industries — medical devices, defense, industrial manufacturing, logistics, or other regulated B2B environments. You do not need aerospace experience, but you need to understand what it means to manage complex open orders with precision and communicate with business customers professionally.

Job Responsibilities

Order management and quoting

• Manage the day-to-day lifecycle of customer orders from intake through delivery — ensuring accuracy, timeliness, and clear communication at every stage
• Prepare and issue customer quotes accurately and on time, following up to ensure timely customer response
• Track open repair orders, exchange orders, and spares transactions across your assigned accounts and proactively flag any deviations or delays
• Maintain accurate and up-to-date records in the CRM and ERP systems — data integrity is a core part of this role, not an afterthought
• Coordinate with internal operations, logistics, and finance teams to ensure order commitments are met

• Serve as a responsive and professional point of contact for day-to-day customer inquiries across your assigned accounts
• Provide customers with proactive status updates on open orders — don’t wait for them to ask
• Attend and participate in customer calls and internal operational meetings relevant to your accounts
• Escalate issues that require Senior KAE involvement promptly and with full context — bring the situation, not just the problem

• Maintain complete and accurate customer records in the CRM at all times
• Log all customer interactions, order updates, and escalations consistently
• Support the Senior KAE in preparing account status reports and performance tracking

• Identify recurring issues or process gaps that affect the customer experience and bring them to the Senior CAM’s attention
• Contribute to a team culture where problems are raised early and solutions are offered alongside them

Job Qualifications

• 2–4 years of experience in a B2B customer-facing role — order management, account coordination, customer support, or inside sales support in a technical, regulated, or industrial environment
• Demonstrable experience managing multiple open orders or accounts simultaneously with strong follow-through
• Highly organized — you manage multiple priorities simultaneously without dropping anything
• Clear and professional communicator in writing and on calls — you represent GKN every time you contact a customer
• Proactive by default — you send the update before the customer asks for it
• Experience in one or more of the following industries is preferred but not required: aerospace, defense, medical devices, industrial manufacturing, or complex supply chain environments