Principal Specialist, Customer Service; Onsite

Collins Aerospace is seeking a Principal Specialist, Customer Service to serve as a key connection between our customers and internal operations teams, helping ensure products are delivered on time and customer commitments are met. In this role, you will manage customer communications related to product availability, order status, and delivery schedules while working closely with Operations to establish and communicate realistic delivery commitments.

You will build strong customer relationships, provide visibility into delivery performance, and help resolve issues that could affect customer satisfaction or business performance. Working across Operations, Inventory Control, Shipping, Sales, and other internal teams, you will investigate and resolve order processing, shipping, and billing discrepancies while keeping customers informed throughout the process. You will also lead regular customer discussions, coordinate onsite visits when needed, and use customer feedback and service trends to identify recurring issues.

This position combines relationship management, problem-solving, and operational coordination, giving you a direct connection to the customer experience and the ability to help strengthen service reliability and customer confidence. This is an Onsite role in Durham, NH.

• Coordinate with Operations to establish and communicate daily, weekly, and monthly delivery commitments to customers
• Establish a regular cadence of customer meetings and coordinate onsite customer visits when applicable
• Utilize customer-specific portals to provide visibility into product status, delivery schedules, and shipment updates
• Investigate order entry, shipping, and billing discrepancies, coordinating with appropriate departments to resolve issues through completion
• Provide timely follow-up on customer inquiries and requests, ensuring customers remain informed of progress and resolution
• Partner with Inventory Control, Warehouse, Credit, Sales, Shipping, and other departments to address customer needs and support delivery commitments
• Represent the company professionally through clear, effective verbal and written communication, with a focus on meeting customer timelines and maintaining company standards
• Build and maintain strong customer relationships through responsive communication and reliable service
• Manage multiple customer requests and competing priorities while maintaining a positive, professional approach under time constraints
• Direct customer inquiries to the appropriate departments or personnel when additional support or expertise is needed
• Support the promotion of company products and services, as applicable, to help meet business targets
• Provide after-sales support for customer contracts and related service needs, as applicable
• Perform customer service activities to support customer satisfaction and operational requirements
• Serve as a primary customer interface for product status, delivery information, and related inquiries
• Provide direct customer support by addressing questions, responding to requests, and coordinating solutions
• Maintain knowledge of RTX's organization, products, and services to provide customers with accurate information and appropriate support
• Document customer service needs, inquiries, and recurring issues to identify trends and support service quality improvements

• Typically requires a University Degree and minimum 5 years of prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience, or in the absence of a degree, 9 years of relevant experience.
• Background in customer service, customer account management, order management, or related customer-facing operations
• Experience coordinating customer…