About the Job
AJW Group is a world-leading independent specialist in the supply, exchange, repair, and lease of aircraft spare parts. With over 90 years of aviation experience, we support more than 1,000 airlines in over 100 countries.
One of AJW Group’s main divisions, AJW Technique, is a state-of-the-art Maintenance, Repair, and Overhaul (MRO) facility in Montreal with over 150 experienced and passionate technicians.
We are seeking a Customer Experience Specialist to ensure exceptional customer interactions and deliver a smooth, satisfying customer journey. This role requires a strong focus on customer satisfaction, excellent communication skills, and the ability to identify areas for improving the customer experience. You will work closely with cross-functional teams to implement strategies and initiatives that boost customer satisfaction, loyalty, and engagement.
Main Responsibilities
Customer Relationship Management
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Act as the primary point of contact for assigned customer accounts, building strong, trust-based relationships
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Provide timely and proactive updates on account activity, including project status, repair progress, and order tracking
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Address and resolve escalated customer concerns with urgency and professionalism to ensure high satisfaction
Operational Support & Quoting
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Prepare and submit accurate quotations based on disassembly and inspection reports within set timelines
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Ensure quotations align with customer expectations while supporting profitability and operational goals
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Monitor the full repair and service lifecycle, identify potential delays or issues, and take corrective action
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Manage Work in Progress (WIP) in line with KPIs and business performance targets
Strategic Insight & Market Awareness
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Stay updated on market trends such as Beyond Economic Repair (BER), Fair Market Value (FMV), fixed pricing models, and billing thresholds
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Use industry insights to provide strategic recommendations that support both customer success and company profitability
What We Offer
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Competitive salary
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Full benefits from day one (group insurance, pension plan, etc.)
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Personal days and sick days
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Flexible work schedule
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Ongoing training and career development
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Employee assistance program
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And more
Job Requirements
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Degree in business administration, marketing, or related field (relevant experience will also be considered)
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Proven experience in a customer-focused role, preferably in customer support, customer experience, or account management
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Proficiency in CRM systems and customer feedback tools (HubSpot experience is an asset)
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Strong customer-centric mindset with a passion for delivering exceptional service and building long-term relationships
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Solid understanding of account management best practices and customer experience trends
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Excellent communication skills in both French and English (Spanish is an asset)
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Strategic thinker with creativity, problem-solving skills, and the ability to identify business opportunities and innovative solutions
Why Join Us?
At AJW Group, we pride ourselves on attracting and retaining top talent. We are an equal opportunity employer committed to building a diverse workforce that reflects the Greater Montreal community. Come join our dynamic team and help shape the future of aviation services.
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