Customer Services Account Lead

Moog is a performance culture that empowers people to achieve great things. Our people enjoy solving interesting technical challenges in a culture where everyone trusts each other to do the right thing. For you, working with us can mean deeper job satisfaction, better rewards, and a great quality of life inside and outside of work.

Job Title :
Customer Services Account Lead

Reporting To:
Global Customer Service Center Manager

Work Schedule:
Onsite – Dublin, IRL
Job Summary

Moog is a performance culture that empowers people to achieve great things.

Our people enjoy solving interesting technical challenges in a culture where everyone trusts each other to do the right thing. For you, working with us can mean deeper job satisfaction, better rewards, and a great quality of life inside and outside of work.

We're looking for a Customer Service Account Lead to join our team in Dublin, Ireland.

As a Customer Service Account Lead, you will build and maintain strong relationships with customers and repair partners while supporting repair management and after-sales activities. Acting as a key point of contact, you will manage customer inquiries, quotations, repair and sales orders, delivery updates, returns, and other service-related requests.

Working closely with internal stakeholders and global teams, you will ensure efficient transaction processing, resolve customer and operational issues, coordinate repair administration and work-in-progress (WIP) activities, and deliver a high standard of service to a diverse European customer base.

You will also contribute to continuous improvement initiatives that enhance customer satisfaction and operational performance. Leveraging your experience in customer service processes, business systems, and operational procedures, you will support day-to-day activities and provide guidance to team members as required.

Key Responsibilities

Customer Relationship Management

- Develop and maintain strong relationships with customers and repair partners.
- Act as a primary point of contact for customer inquiries and service-related matters.
- Delivery timely, professional, and customer-focused support.
- Support customer satisfaction, retention, and long-term customer relationships.
- Respond promptly to customer requests and service inquiries.
- Support complex customer discussions and negotiations while maintaining strong relationships and service excellence.

Repair Management & Operational Support

- Manage repair orders throughout the repair management process.
- Review quotations received from repair partners.
- Prepare and issue quotations to customers.
- Coordinate repair activities and move units through the Work in Progress (WIP) process.
- Monitor repair status and provide updates to customers and internal stakeholders.
- Support returns, repairs, and other aftermarket service activities.

Order Administration & Operational Support

- Process customer orders for spare parts, tooling, and equipment.
- Coordinate shipments, invoicing, and repair-related transactions.
- Support RFQs, pricing requests, and sales order administration.
- Maintain accurate customer and transaction records within company systems.
- Ensure efficient and accurate operational support activities.

Customer Service & Issue Resolution

- Respond to a high volume of customer inquiries and requests in a timely manner.
- Investigate and resolve customer issues through collaboration with internal departments.
- Provide information regarding products, pricing, billing, repairs, delivery schedules, and service status.
- Analyse customer and operational issues, identify practical solutions, and coordinate resolution activities across multiple stakeholders.
- Escalate issues when appropriate to ensure timely and effective resolution.

Team Support & Continuous Improvement

- Support onboarding, training, and the sharing of best practices.
- Contribute to process improvement initiatives and service-related projects.
- Provide guidance, coordinate activities, and support team members as required.

Qualifications & Experience

Essential

- Minimum of 5 years' experience in Customer Service, Operations Support, Account Coordination, Repair Administration, Aftermarket Services, or a related environment.
- Strong customer relationship management skills.
- Excellent communication and interpersonal skills.
- Strong organisational and problem-solving abilities.
- Experience processing customer orders, quotations, service requests, repair transactions, or aftermarket support activities.
- Experience working with ERP systems, CRM platforms, or similar business systems.
- Advanced knowledge of operational processes, systems, and procedures gained through relevant industry experience.
- Proficiency in Microsoft Office applications.
- Full driving licence and ability to reliably commute to the Dublin site.
- Ability to work on-site as required by the role.
- Availability and willingness to travel as required.

Desirable

- Experience within Aerospace, Aviation, Manufacturing, Industrial Services, or MRO environments.
- Knowledge of repair management and aftermarket service processes.
- Experience supporting, mentoring, or coordinating the work of team members.
- Experience supporting European and international customers and stakeholders.

What We Offer

- Competitive salary and benefits package.
- Opportunity to join a leading aerospace and aviation MRO organisation.
- Exposure to a European customer base, global teams, and strategic partnerships within a dynamic aviation environment.
- Professional development and career growth opportunities.
- Collaborative and supportive team environment.
- Annual Leave, Private Medical Insurance, Employee Assistance Program (EAP), Free Parking, Life Assurance, Company Pension Contribution and Annual Incentive Program.