Military Customer Service Rep II

Military Customer Service Rep Level II

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 ordersyou 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.

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 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
• PBH Order Management
• Specialty orders for mission-specific requirements/contracts
• 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
• Locate and track logistics details in order to 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 customer support or increased 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 discussion with on-site or regional Technical Representatives
• Liaise with Customer Fleet Manager (CFM) and Sr. Project Manager (SPM) for escalation
• Create and manage internal cases in CAMMS for expedited order logistics and customer communication which Includes regular collaboration with CFM, SPM, and the Repairables team
• Provide customer order status as requested, and coordinate with the warehouse and shipping when required

Data Analysis and Performance Monitoring: 10%

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

Your Boarding Pass:

• High school graduate or equivalent
• Five (5) + years' experience 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.
• SAP (or other ERP System Knowledge)
• Microsoft Word, Office, and 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:

• 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: able to operate most office and personal electronic equipment. Daily
• Carrying: able to carry documents, tools, drawings, electronic equipment up to 10lbs Daily
• Lifting: able to lift documents, tools, drawings, electronic equipment up to 10lbs Daily
• 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
• 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. Daily
• Travel: able to travel independently and at short notice. Daily
• Walking: able to walk through office and production areas including uneven surfaces. 100%
• 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

Experience Level: Professional

Remote Type: On-site

Job Family: Material Support & services