Aftermarket Customer Support Administrator; FTC

As part of our Aftermarket Customer Support team, you’ll be the key link between our business and our global airline partners after the product has left the factory.

This role is perfect for someone who thrives in a customer-facing environment, enjoys solving problems, and wants to play an integral role in maintaining customer satisfaction and driving repeat business. You'll work closely with teams across Sales, Operations, and Supply Chain to ensure spare parts, upgrades, and warranties are delivered smoothly, accurately, and on time.

Customer Order & Warranty Support

• Process customer orders and warranty claims in our ERP system (Epicor).
• Generate order acknowledgements and maintain accurate records of spares and warranty sales.
• Maintain and issue up-to-date customer price lists and quotations.
• Administer the full warranty cycle from claim intake to resolution, ensuring timely updates to internal teams and the customer.

• Produce weekly reports on order intake, despatch status, and outstanding items.
• Support internal and customer reporting requirements (e.g. sales order volume, RSPL progress).
• Collate and present data for management and commercial use, identifying trends or areas for improvement.
• Assist in preparing Recommended Spare Parts Lists (RSPLs) to support bids, fleet deliveries or upgrades.
• Act as the first point of contact for spares and warranty enquiries — delivering prompt, courteous, and an effective service.
• Handle customer issues and complaints with empathy and professionalism, ensuring appropriate escalation where needed.
• Build and maintain trusted relationships with global airline clients, understanding their unique needs and adapting support accordingly.
• Work closely with the Commercial, Engineering and Supply Chain teams to optimise aftermarket processes and support.
• Identify areas for improving efficiency and customer experience in the spares process.
• Contribute to department KPIs and collaborate on initiatives that increase customer satisfaction and repeat business.

• A strong track record of delivering excellent customer service in a fast-paced, technical or manufacturing environment.
• Outstanding interpersonal skills — approachable, calm under pressure, and solutions‑focussed.
• Ability to manage multiple priorities and meet deadlines without sacrificing accuracy or service.
• Excellent written and verbal communication skills with a high attention to detail.
• Confident working with ERP systems (e.g. Epicor) and advanced in Microsoft Office, particularly Excel and Outlook.
• A team player who collaborates well across departments to solve problems and get things done.
• Proactive, flexible, and ready to grow with a dynamic business.
• 25 days holiday + bank holidays
• Pension contributions up to 5%
• Life assurance
• Employee Assistance Programme
• Training opportunities
• 37.5 hours per week – 1 pm finish on a Friday
• Hybrid working (1 day a week working from home)
• Enhanced maternity and paternity leave

We really want to hear from you, so don’t miss your opportunity to join us! Once you apply, your CV will be held on our central database. Please do let us know if you do not wish for us to retain your details. If your application is successful, you will be contacted in due course.

Acro Aircraft Seating is an equal opportunities employer.

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