Customer Service Representative - Contract

Job Title

Job Summary:

Interpret customer order and delivery requirements, enter orders, and follow-up as necessary, ensuring fulfillment of orders are within company policy guidelines. Communicate with customers on a daily basis regarding resolution of their order, delivery or account problems. Monitor customer orders for timely processing fulfillment. Apply problem-solving skills to help customers through their day-to-day requirements.

Customer Support: 45%

• Initiate and be held accountable for Problem Resolution:
  Provide end-to-end resolution of Complex orders and complex customer concerns.
• Management of Complex Orders with High Accuracy
• Tool Rentals
• Exchange Orders
• Component Rentals
• PBH Order Management
• Initiate GSC (Global Supply Chain) Orders to support return to service initiatives;
• Interfaces with Procurement department to expedite orders with suppliers
• Provisioning of sourcing recommendations and alternatives
• Provide Customer Quotations with a high level of accuracy
• Sell and promote items identified as part of promotional programs and work closely with customers to establish additional sales opportunities.
• Locate and track logistics details in order to share with customers to support return to service efforts
• Create internal cases in Salesforce for expedited order logistics and customer communication
• Build a positive rapport and relationship with every customer, constantly soliciting ways to improve customer support or increased sales
• Recommend priority and freight options to customers as needed to ensure delivery on time.

Cross-Functional Interface: 45%

• Interface with Technical Support
• Initiate Problem Resolution discussion with on-site or regional Technical Representative
• Liaise with Customer Logistics Manager (CLM) and Customer Support Manager (CSM) for escalation
• Create and manage internal cases in Salesforce for expedited order logistics and customer communication
• Includes regular collaboration with Customer Logistics Manager, AOG Teams at AHI and AOG Managers at logistics hub at AH France
• Provide customers order status as requested, and coordinate with the warehouse and shipping when required

Data Analysis and Performance Monitoring: 10%

• Source document research in Airbus' Quality System - On Base - for Quality issue resolution
• Initiate Corrective Action Requests (CARS) for Customer Compliant management and resolution
• Analyze and monitor customer sales activity for trends and update management accordingly.
• Daily management of ZSDTRP report
• Prepare and distribute customer activity reports

Other duties as assigned:

• None

Education:

Required

• High school graduate or equivalent

Preferred

• Associates degree or equivalent work experience

Experience:

Required

• Minimum five (5) years' experience in logistics, technical, or customer support areas
• Or a minimum of one (3) year experience at Airbus in a position working with aviation parts.

Preferred

• 2 years SAP experience (preferably in Sales & Distribution (SD), Customer Service (CS) or Procurement)
• Six Sigma

Licensure/

Certifications:

Required

• None

Preferred

• A&P License may be substituted for 2 years of experience

Travel Required:

• 0-10% Domestic and International may be expected

Citizenship:

• Authorized to Work in the US

Clearance:

• None

Knowledge, Skills, Demonstrated Capabilities:

Required

• Strong Microsoft Office or Google Workplace skills
• Strong organizational skills
• Proven track record of working in a fast paced demanding environment
• Strong interpersonal skills

Preferred

• Airbus SAP and Salesforce Systems Knowledge

Communication

Skills:

( Spoken, Written, Influencing, Proficiency in Other Languages as required by the Job.)

Required:

• Able to communicate effectively with external and internal contacts, both verbally and in written form (English)
• Communications with customer will primarily pertain to order pricing and delivery dates
• Communicate with helicopter operators, using a basic understanding of aviation operations requirements.

Preferred:

• Ability to understand basic French or German language

Technical Systems Proficiency:

Required:

• SAP (or other ERP System Knowledge)
• Microsoft Word, Office, and Excel or Google…