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.

Primary Responsibilities

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

Additional Responsibilities

Other duties as assigned:

• None

Qualified Experience and Training

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

Qualified Skills

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 Workspace

Preferred:

• Airbus Software solutions; Hyperion, WebTEK, Airbus World

Complexity of the Role

Level of Decision Making:

• 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.

Organizational Information

• This position reports to Sr. Manager Materials Operations Center

Job Dimensions

• Meet/Exceed customer satisfaction
• Provide quality customer service
• Data entry
• Customer appreciation

Nature of Contacts

• Involved Communication on a regular basis with internal and external parties

Physical Requirements

• Onsite or remote: 90-100% Onsite
• Vision: able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings. Daily
• Hearing: able to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms. Daily
• Speaking: able to speak in conversations and meetings, deliver information and participate in communications. Daily
• Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts. Daily
• Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs. Daily
• Lifting: able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs.
• Pushing / Pulling: able to push and pull small office furniture and some equipment and tools. Daily
• Sitting: able to sit for long periods of time in meetings, working on the computer. Daily