Customer Service Representative

Position Description: Customer Service Representative

Location: Baldwin City, KS

Department: Customer Service

Reports to: Sr Manager - Customer Service

About McFarlane Aviation

McFarlane Aviation, a Victor Sierra Aviation company, is a leading manufacturer and supplier serving the general aviation industry. From FAA-PMA replacement parts and aircraft accessories to manufacturing, distribution, and repair services, we are committed to delivering quality products, outstanding customer service, and innovative solutions that keep our customers flying.

Position Summary

Our team is seeking an enthusiastic and customer-focused Customer Support Representative who enjoys building strong relationships and serving as a trusted point of contact for our customers. This role is ideal for someone who thrives in a fast-paced environment, communicates effectively, and takes pride in understanding customer needs, managing orders, and providing timely support from start to finish.

We are looking for someone who is quick-thinking, detail-oriented, technologically proficient, and proactive in supporting our customers while ensuring a seamless experience.

What You’ll Do

• Build and maintain strong working relationships with customers
• Serve as a primary point of contact for customer questions, order updates, and support needs
• Perform accurate order entry and manage customer orders through completion
• Listen carefully to customer needs and provide timely, knowledgeable support
• Troubleshoot, prioritize, and resolve customer concerns in an efficient manner
• Use sound judgment and decision-making skills to ensure customer satisfaction
• Collaborate with internal departments to support order fulfillment and customer requests
• Gather and record information to support customer service, marketing, and accounting functions
• Follow aviation standards, department workflows, and quality requirements to ensure accuracy and compliance
• Support additional projects and responsibilities as assigned

What We’re Looking For

• Previous customer service, order management, or related experience preferred
• Strong relationship-building and communication skills
• Experience with cloud-based order entry systems and ERP platforms preferred
• Ability to manage multiple customer accounts and priorities
• Strong problem-solving and troubleshooting skills
• Sound judgment and decision-making abilities
• Strong phone and computer skills
• Proficiency in Microsoft Office
• Excellent written and verbal communication
• Strong organizational and time-management skills
• Ability to work collaboratively within a team
• Ability to work independently
• Strong attention to detail

Education

• High school diploma or equivalent preferred, but not required

Physical Requirements

• Ability to remain seated for extended periods
• Must be capable of regular, reliable, and timely attendance

Why McFarlane Aviation?

At McFarlane Aviation, you’re part of a team that takes pride in Making It Better. Whether you're assembling parts or sharing ideas, you play a key role in keeping the skies safe. We believe in old-school customer service, doing the right thing, and building better parts through real teamwork and integrity.

We offer:

• Friendly, clean, and climate-controlled workspace.
• A collaborative, hands-on culture where ideas take flight and your voice matters.

• Competitive pay and benefits, on-the-job training, and room to grow.
• A supportive crew of aviation pros who are passionate about what they do.

McFarlane is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees– so we welcome applications from everyone, to celebrate a diverse mix of experiences, backgrounds, and identities. Please get in touch if you’d like to discuss any reasonable adjustments to your application, in order that we can accommodate and support you in the recruitment process. If you want to work for a company where you are valued and respected, we’d love to hear from you.