Customer Service Representative - Contract

Job Description:

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

Required

• High school graduate or equivalent

Preferred

• Associates degree or equivalent work 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

Required

• None

Preferred

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

• 0-10% Domestic and International may be expected

• Authorized to Work in the US

• None

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

(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

Required:

• SAP (or other ERP System Knowledge)

• Microsoft Word, Office, and Excel or Google Workspace

Preferred:

• Airbus Software solutions;
  Hyperion, WebTEK, Airbus World

• This role is the front face to AHI customers. Ownership and accountability is key to meeting customer demand.

• Decisions made every day on where to find needed parts and proper methods for shipping to meet customer demands.

• Decision made to coordinate order mitigation and efficient customer communication on order delivery dates.

• Provide end-to-end resolution of complex customer concerns, spanning over all Support and Services functions:
  Spares, Blade Repair, Dynamic Component Repair (DCR), Logistics, Training, and AHI's FAA Repair Station.

• This position reports to Sr. Manager Materials Operations Center

Is this a people manager? No

# of Exempt Reports: 0

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