We are looking for a motivated and meticulous MRO Storefront Administrator & Customer Service Representative (CSR) to join our clients MRO Storefront team based in Wolverhampton during a period of significant transformation. This role, working within the aerospace sector will initially focus on supporting high-volume administrative and transactional activities required to stabilise and operate the current MRO Storefront, while progressively evolving into a customer-owned, end-to-end service role over time.
Currently the Storefront function manages a substantial amount of manual and administrative work, including central inbox management, SAP data entry, unit induction, quoting activities, and coordination with MRO repair sites. The successful candidate will play a key role in executing these activities accurately and efficiently, ensuring continuity of service for customers and Repair Operations.
Long-term the organisation will be looking to eliminate manual and low-value administrative work through process improvement, automation, and system enhancements, enabling the full Storefront team to transition to a customer-based operating model. each CSR to have ownership of a defined group of customers, managing the MRO process end-to-end.
Daily Duties
Manage high-volume administrative tasks supporting MRO Storefront operations, including:
Monitoring and managing the central Storefront inbox.
Performing manual SAP transactions, including unit inductions, order creation, and quotation setup.
Supporting the quotation process, including customer interactions and coordination with MRO repair sites.
Respond to customer inquiries, providing accurate status updates and information.
Coordinate closely with external MRO repair sites to gather technical, scheduling, and pricing inputs.
Maintain accurate and complete data within SAP and supporting systems, ensuring traceability and compliance.
Support order management, scheduling alignment, and customer communication across the repair lifecycle.
Assist with invoice query resolution and turnback collection activities, escalating issues as required.
Report operational issues through the Quality, Cost, Delivery, People, Safety (QCPC) process.
Escalate complex customer or operational issues to the MRO Storefront Team Leader.
Evolving responsibilities (future-state objective):
Transition toward dedicated customer ownership, managing a defined portfolio of customers.
Take end-to-end responsibility for customer accounts, from induction through repair coordination to invoicing support.
Proactively manage customer expectations, delivery commitments, and communication.
Reduce reliance on manual work by adopting improved processes and automated solutions.
Act as a knowledgeable and empowered customer interface, resolving issues independently within defined governance.
Actively contribute to process standardisation, documentation, and continuous improvement initiatives.
Support the Storefront Team Leader in embedding the customer-based operating model across the team.
Essential skills and experience required:
Strong customer service mindset with clear, professional communication skills.
Experience in an administrative, customer service, or operational support role within an Aftermarket, MRO, or service-driven environment.
High attention to detail and comfort working with manual, transactional system activities.
Working knowledge of SAP (Sales & Distribution modules preferred) or similar ERP systems.
Ability to work in a structured, process-driven environment while adapting to change.
Willingness to learn end-to-end MRO processes and progressively take on increased responsibility.
Desirable skills and experience:
Exposure to aerospace MRO or defence-related environments.
Understanding of quoting, invoicing, turnback management, or cash-collection processes.
Awareness of export control requirements, including EUUs and export licences.
Familiarity with Continuous Improvement or Lean principles.
Aspiration to develop into a full customer-ownership role within a customer-based Storefront organisation.
Morson is acting as an employment business in relation to this vacancy
Administration; filing; e-filing; GDPR; secretarial; data entry; data input; Excel; Word; Outlook; Access; MS Office; booking system; business support; database management; diary management; minute taking; document control
Salary description
£17.00 - £17.00 per hour