Customer Experience Representative

Job Opportunity At Airbus Helicopters, Inc.

Are you a master of multitasking who thrives at the intersection of customer satisfaction and operational excellence? Do you have a knack for solving complex logistical puzzles while maintaining a positive, solution-oriented attitude? If so, Airbus Helicopters, Inc. wants you on our team.

The Mission: As our MRO Customer Experience Representative, you will be the vital link between our internal maintenance shops and our external customers. You won't just manage accounts—you will oversee the entire lifecycle of Maintenance, Repair, and Overhaul (MRO) activities, ensuring our operations fly high and our clients stay satisfied.

Meet the Team:

The Customer Support team provides aircraft operations support throughout the aircraft's operational life. The team coordinates, implements and monitors all services customized to meet the customer's specific needs, to ensure a positive customer relationship. Our Field Service teams provide technical support so our customers can operate safely and efficiently. Being based at our customers' facilities enables us to have a strong customer relationship and understanding of the airline's technical and operational needs.

Your Working Environment:

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. Check out one of the seven professional sports teams that also call Dallas home - you may even see a special, custom Airbus helicopter dedicated to the Dallas Cowboys flying during home games.

How We Care for You:

• Financial Rewards: Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan ("ESOP")
• Work/Life Balance: Paid time off including personal time, holidays and a generous paid parental leave program.
• Health & Welfare: Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan ("EAP") and other supplemental benefit coverages.

Your Challenges:

Customer Interface – Ordering Process: 40%

• Create customer sales orders, initiate work orders and data input for monitoring W/O status
• Close work orders and sales orders after delivery.
• Accept Easy orders received through customer portal
• Maintain shop warranty claims are within company guidelines. Report finding to management
• Ensure customer agreements/contracts are in line with company directives
• Interface with CSR for Exchange (warranty, PBH, standard) orders
• Interface with CSM/ Sales Managers to promote and sell MRO services
• Coordinate with Accounting/Finance to insure customers have sufficient credit approval and credit limits
• 100 % replies to all customer for MRO related requests
• Deliver parts per assigned targets
• Administer necessary forms to facilitate repair and exchange transactions
• Handle routine customer discrepancies, disputes, and warranty requests
• Advise customers of freight options as necessary to ensure on time delivery, communicating tracking info.
• Offer exchanges for units when necessary
• Provide advance exchanges when requested
• Maintain and update WIP report
• Notify customers of shipment tracking AWB
• Create SAP Delivery, Pick, Pack, and Post Goods Delivery transactions
• Collect end-user statements for export compliance
• Create/Print SAP Delivery notes & TF documents

Quotes /Estimates / Pricing: 30%

• Maintain pricing policy and perform Price/Cost analysis
• Develop, maintain and adhere to yearly MRO catalogue
• Prepare the quotation for all MRO areas and deliver quotation within the target lead-time
• Track status of customer quotes to obtain approval within 5 calendar days
• Assist in RFP/RFQ process
• Adhere to all pricing agreements to include but not limited to catalogue pricing, special agreements, service agreements, commercial contacts, government contracts, and Airbus Group policies/procedures

Invoicing / Crediting: 15%

• Create/Prepare billing for all customer owned activity
• Create invoice/credits in accordance with pricing agreements
• Assist Accounting/Finance with invoice creation/follow-up
• Issue credits/debits as required
• Support accounting to reach account & receivables target

Forecast / Scheduling / Planning: 15%

• Challenge/Agree on Scheduling/Planning with Shops in accordance with customer priorities
• Communicate an updated delivery dates to customers and guarantee 95% OTD

Your Boarding Pass:

• High School Diploma or equivalent experience
• Minimum five (5) years in customer support or MRO
• Clear communication skills
• Ability to multi task
• Time management skills
• Goal-oriented focus
• Ability to understand financial statements
• Microsoft Office Suite Products /G-Suite
• SAP experience

Preferred Skills:

• SAP experience in SD, MM, WM or SD environment

Travel Required:

• Minimal % Domestic and International

Citizenship:

• Authorized to Work in the US without current or future need for visa sponsorship

Physical Requirements:

• Onsite or remote: 99% 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. Minimally
• Lifting: able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs. Minimally
• Pushing / Pulling: able to push and pull small office furniture and some equipment and tools. Minimally
• Sitting: able to sit for long periods of time in meetings, working on the computer. Daily
• Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.
• Standing: able to stand for discussions in offices or on the production floor. Regularly
• Travel: able to travel independently and at short notice. Very minimal amount if at all
• Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces. Regularly
• Personal Protective Equipment required: Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site
• Administrative position only PPE required: Steel-toed shoes are required for all shop floor visits, appropriate hearing/eye protection may also be required when visiting the shop floor.

Take your career to a new level and apply now!

A full job description will be provided to candidates who progress to the interview stage or any candidate upon request.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.

Company: Airbus Helicopters, Inc.

Employment Type: US - Direct Hire