StandardAero
Customer Service Representative
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Job Title: Customer Order Processing Manager
About the Role
The Customer Order Processing Manager is responsible for overseeing the end-to-end management of customer orders within the Aircraft MRO (Maintenance, Repair, and Overhaul) environment, ensuring commercial accuracy, compliance, and customer satisfaction.
Key Responsibilities
- Processing of customer orders with strict attention to commercial accuracy
- Handling emergent work activity, including PPE (Personal Protective Equipment) compliance
- Supervising the CO16 Task Register and ensuring up-to-date documentation
- Liaising with customers to secure timely task authorisation
- Resolving order queries promptly while ensuring alignment with commercial standards
- Defining and producing order metrics and KPI reporting
- Ensuring accurate PO (Purchase Order) capture in Baan ERP, enabling precise forecasting and timely invoicing
- Monitoring component project overruns and managing O&A (Overheads & Admin) claims to maintain profit margins
- Participating in monthly finance reviews (including PRB, Aged Debtor, and Aged WIP meetings) to ensure revenue compliance
- Collaborating with planning teams to maintain an accurate forward plan in Baan
- Managing continuation training—ensuring trainers are certified and completion forms are signed off
- Contributing to Post-Project Evaluation teams to implement commercial lessons learned
- Developing and maintaining strong customer relationships, aligning with VOTC (Value-Added Team & Customer) reviews and F2F meetings
- Conducting contract reviews to meet regulatory and contractual obligations
- Overseeing unbilled and aged debtors, implementing processes to reduce financial risks
- Managing post-survey reports and project reconciliation with customers
Key Commercial & Regulatory Duties:
- Serving as the primary point of contact for TAA (Trading with the Enemy Act) and ITAR (International Traffic in Arms Regulations) compliance where applicable.
- Ensuring up-to-date TAA agreements and adherence to obligations.
- Drafting and tracking NDAs (Non-Disclosure Agreements).
- Authorising and monitoring TAA amendments.
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Job Authority
- Financial & commercial delegation for task approvals under supervision.
Organisational Relationships
- Reports directly to: Business Manager
- Key Collaborators:
- Central Commercial Team
- Cross-functional BU/departments
- External customers & planning teams
Job Requirements
Education & Training (e = essential | d = desirable)
- Relevant engineering qualifications to at least NC (National Certificate) level (e)
- Extensive experience in aircraft MRO (Maintenance, Repair & Overhaul) or similar aerospace industry (e)
- Proven background in MRO customer service or related commercial roles (e)
- Strong mathematical skills with capacity for complex analysis (e)
- Exceptional technical learning ability (e)
- Proficiency in Windows, MS Word, Excel, MS Project, and Baan ERP (e).
- Willingness to pursue or achieve a business management diploma/certificate (d)
- Preferable to hold an accounting qualification (d)
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Core Skills & Competencies:
- Strong analytical and problem-solving abilities
- Negotiation & persuasion to resolve customer conflicts
- Presentation skills with clear, confident communication
- Excellent written & verbal English for reporting and interactions
- Self-motivation with prioritisation discipline to manage time-sensitive workloads
- Full adherence to company health and safety policies
Experience:
- Full UK driving license (essential for travel requirements)
- Flexible availability, including occasional overtime
- Willingness to travel within the UK and internationally as needed
- Long Hours: Primarily desktop-based with periods of moderate movement (PPE/Safety Shoes required)
Disclaimer: This role may evolve over time, with changes designated by the Line Manager.
About Us
StandardAero – Elevating Excellence Since 1911
As a leader in aerospace MRO services, StandardAero empowers its teams with continuing education, career progression, and competitive benefits—fostering innovation and achieving customer-driven success.
A Commitment to Inclusivity
StandardAero celebrates diversity, prioritising fairness and equality. We reject discrimination, harassment, or bias based on:
- Race, Country of origin
- Gender, Sexual orientation
- Religion, Age
- Disability, Veterans’ status
- Ethnicity, Neurodiversity
Join us to power the future of aviation as your true self. 🇬🇧 🌍
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