Military Customer Service Rep II

Job Summary

Airbus Helicopters, Inc. is seeking a dynamic, solutions-driven Military Customer Service Rep Level II to join our Military Programs team. In this highly impactful role, you won’t just process orders—you will serve as the premier front face of Airbus, managing complex, mission‑critical logistics and fostering trusted relationships with helicopter operators worldwide.

From coordinating tool rentals and exchange orders to partnering cross‑functionally with Procurement and Technical Support, your daily decision‑making will actively drive end‑to‑end resolutions that return aircraft to service safely and efficiently.

From building to servicing the next generation of aerospace, our team focuses on quality, productivity and efficiency. We ensure the highest quality of care and safety is built into each aircraft we assemble and maintain. Our team members make it happen.

A suburb just outside the Dallas‑Fort Worth metropolitan area is home to Airbus Helicopters U.S. regional headquarters, where we have more than 1,000 employees.

• Financial Rewards: Competitive base salary, incentive compensation, retirement savings plan, and Employee Stock Ownership Plan.
• Work/Life Balance: Paid time off, holidays, and generous paid parental leave.
• Health & Welfare: Comprehensive insurance coverage including medical, prescription, dental, vision, life, disability, Employee Assistance Plan, and supplemental benefits.

Customer Support (45%)

• Initiate and be held accountable for problem resolution:
  Provide end‑to‑end resolution of complex orders and customer concerns.
• Management of complex orders with high accuracy.
• Tool rentals, exchange orders, PBH order management, specialty orders for mission‑specific requirements/contracts.
• Initiate Global Supply Chain orders to support return to service initiatives.
• Interface with Procurement to expedite orders with suppliers.
• Provisioning of sourcing recommendations and alternatives.
• Provide customer quotations with a high level of accuracy.
• Locate and track logistics details and share with customers to support return to service efforts.
• Create internal cases in CAMMS for expedited order logistics and customer communication.
• Build a positive rapport and relationship with every customer, constantly soliciting ways to improve support or increase sales.
• Select priority and freight options to customers as needed to ensure delivery on time.

Cross‑Functional Interface (45%)

• Interface with Technical Support.
• Initiate problem resolution discussions with on‑site or regional technical representatives.
• Liaise with Customer Fleet Manager and Senior Project Manager for escalation.
• Create and manage internal cases in CAMMS, coordinating with CFM, SPM, and Repairables team.
• Provide customer order status as requested and coordinate with warehouse and shipping when required.

Data Analysis and Performance Monitoring (10%)

• Initiate Corrective Action Requests (CARS) for customer complaint management and resolution.
• Daily management of Remain to Deliver (RTD) report.
• Prepare and distribute backorder reports and A023 reports.

• High school graduate or equivalent.
• Five (5) or more years in logistics, technical, or customer support areas.
• --Or-- a minimum of one (1) year experience at Airbus in a position working with aviation parts.
• Strong organizational skills.
• Proven track record of working in a fast‑paced, demanding environment.
• Strong interpersonal skills.
• Communicate with helicopter operators, using a basic understanding of aviation operations requirements.
• Knowledge of SAP (or other ERP system).
• Proficiency with Microsoft Word, Office, Excel, or Google Workspace.

• Travel Required: 0‑10% domestic and international may be expected.
• Citizenship: Must be a US person under ITAR regulations.
• Clearance: Ability to get a military Common Access Card (CAC).
• Physical Requirements: 90‑100% onsite; vision, hearing, speaking, equipment operation, carrying, lifting, pushing/pulling, sitting, squatting/kneeling, standing, travel, walking; PPE: steel‑toed shoes and appropriate hearing/eye protection required for shop floor visits.