Customer Service Representative

About Aero

For more than 80 years, Aero Industries has been an industry leader in designing and manufacturing tarp systems and trailer accessories for customers across North America. As a family-owned company headquartered in Indianapolis, we take pride in the quality of our products, the relationships we build with our customers, and the people who make it all possible.

About The Role

We are looking for a customer-focused, detail-oriented professional who thrives with autonomy and takes pride in delivering an exceptional customer experience.

As a Customer Service Representative, you will serve as a key point of contact for Aero customers, helping them navigate product questions, orders, delivery timelines, and any challenges that arise along the way. You will take ownership of customer needs, communicate proactively, and partner closely with teams across Aero to ensure orders are accurate and expectations are met.

This role is ideal for someone who enjoys solving problems, building strong customer relationships, and becoming a trusted resource for both customers and internal teams.

What You'll Do

• Serve as a primary point of contact for customers through phone, email, and other communication channels, providing timely and professional support.
• Accurately enter and manage customer orders while ensuring expectations related to pricing, lead times, shipping, and delivery are clearly understood and communicated.
• Proactively communicate with customers when expectations, timelines, or order requirements change.
• Assist customers with product information, order status, availability, and delivery schedules.
• Develop a strong working knowledge of Aero's products and solutions, continuously building your product expertise.
• Partner with Manufacturing, Materials, Scheduling, Shipping, IT, Sales, and other departments to communicate customer needs and support timely order fulfillment.
• Take ownership of customer concerns and complaints, working toward effective solutions and positive outcomes.
• Maintain accurate records of customer interactions, orders, issues, and feedback.
• Collaborate with Sales and Marketing to share customer feedback, recurring concerns, and market insights.
• Identify opportunities to improve customer service processes, communication, and the overall customer experience.
• Help maintain accurate system information, including published price lists, parts lists, and product configurators, in partnership with Sales Management.
• Follow company policies, procedures, and customer service standards in all interactions.

What Success Looks Like

You'll be successful in this role if you are someone who takes ownership instead of waiting for direction, communicates before a customer has to ask for an update, and pays attention to the details that make a difference. You'll become a knowledgeable and trusted resource who customers and internal teams can rely on to help move orders forward and solve problems.

At Aero, you won't just process customer requests—you'll play an important role in building the relationships that have helped us serve our customers for more than 80 years.

Requirements

Position Requirements

• High school diploma or equivalent; associate or bachelor's degree preferred.
• Previous experience in customer service or inside sales, preferably in a manufacturing or industrial setting.
• Proficiency with computers, Microsoft Office and other customer service software, experience with ERP/MRP a plus.
• Problem solving skills and attention to detail.
• Team player with a customer focused attitude.
• Must have strong time management, including the ability to organize and manage multiple priorities in a fast-paced environment.
• Must always maintain a positive and professional attitude with customers and internal personnel.
• Advocate of process improvement.
• Commitment to company values.
• Ability to work overtime as needed to support department goals.

Travel

Travel is typically 5% or less.

Supervisory Responsibility

This position has no direct supervisory responsibilities, but may serve as a coach, trainer, and mentor for other employees in the department.

Work Environment

This job operates in a professional office environment.