Customer Operations Analyst

Ronkonkoma, New York
CAMP Systems International, Inc.

CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a “SaaS plus” model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 1,000 employees in 13 locations around the world.

CAMP’s relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.

This is an exciting new venture and a unique opportunity to contribute to and be a part of building a completely new business that is incubated within a large, stable, mature company.

CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of the Hearst Business Media portfolio. CAMP is located in the heart of Ronkonkoma. Situated across the street from Long Island’s own McArthur Airport, commute with ease by train, bus or car. Commuting from Manhattan? No problem! Our office is just steps away from the LIRR Ronkonkoma station. By car, our office is located just south of the Long Island Expressway!

Job Summary:

We’re looking for a detail-oriented Customer Operations Analyst with a passion for amazing customer service to join our growing Operations Team. Reporting into the Operations Lead and working across Operations and Customer Service, you’ll be responsible for executing CAMP key processes end-to-end as well as dealing with prospective and existing customers by phone and email. You’ll need to understand our product inside out and build relationships with our customers to understand their needs. This role is an excellent opportunity to further develop your career in aviation maintenance and customer service.

Responsibilities:

• Monitor and manage maintenance compliance and customer service to meet established service levels
• Provide regular comprehensive, data-driven reporting for all customer accounts
• Act as the dedicated point-of-contact for assigned customers; manage customer requests and issues – answering questions, handling objections, providing advice, and keeping customers engaged in the service
• Understand supported customer flight operations and maintenance requirements in order to provide effective solutions and track issues to successful resolution
• Ability to review and analyze data, taking necessary action(s) to ensure customer service levels are satisfied
• Utilize and develop standards, processes, procedures and documentation to support quality and service goals
• Adopt a data-driven approach to making decisions, analyzing issues and developing solutions
• Advocate for customers by capturing and acting on customer feedback and feature requests
• Develop and manage project activities based on customer needs to ensure milestones and objectives are being met
• Coordinate with internal team members, as necessary, to ensure that customer service levels are satisfied
• Monitor overall customer support performance and satisfaction; propose and implement action plans with relevant stakeholders to improve and/or sustain performance
• Serve as additional support for various projects and/or activities that will drive efficiencies, operational scale, and technology/process enhancements

Requirements:

• Bachelor’s Degree in engineering, business management or equivalent is required
• A minimum of 1-3 years’ experience in a customer service or operations capacity within the aviation industry.
• Knowledge of aircraft maintenance management and/or flight operations.
• Natural born problem solver.
• Comfortable with customer interactions via phone and email. You treat customers fairly and leave them feeling valued.
• Not afraid to ask question, challenge the status quo and suggest product/process improvements.
• Willing and able to manage end-to-end operational processes.
• Rigorous attention to detail with a can-do attitude.
• Exceptional analytical and numerical skills.
• Proficient in Office suite, especially Excel.

Keen to learn and grow with the business in a dynamic environment