Customer Experience Representative

Job Description Airbus Helicopters, Inc. is seeking a MRO Customer Experience Representative who excels at multitasking and thrives at the intersection of customer satisfaction and operational excellence. This role serves as the vital link between internal maintenance shops and external customers, overseeing the entire lifecycle of Maintenance, Repair, and Overhaul (MRO) activities to ensure high-quality operations and client satisfaction. Mission Oversee the life‑cycle of MRO activities, managing customer accounts, sales orders, and work orders while ensuring compliance with company policies and excellent service delivery. Team & Working Environment The Customer Support team provides operations support throughout an aircraft’s operational life, coordinating customized services for customers. The role is based in a Dallas‑Fort Worth regional headquarters serving over 1,000 employees. Benefits Competitive base salary, incentive compensation, retirement savings plan, ESOP participation, paid time off, parental leave, and comprehensive health & welfare coverage. Financial Rewards: Competitive base salary, incentive compensation, profit sharing schemes, retirement savings plan, and ESOP Work/Life Balance: Paid time off, holidays, and generous paid parental leave program Health & Welfare: Comprehensive insurance coverage, including medical, prescription, dental, vision, life, disability, Employee Assistance Plan (EAP), and other supplemental benefits Responsibilities Customer Interface – Ordering Process (40%) Create customer sales orders, initiate work orders and input data for monitoring status Close work orders and sales orders after delivery Accept Easy orders received through the customer portal Maintain shop warranty claims within company guidelines and report findings to management Ensure customer agreements/contracts align with company directives Interface with CSR for warranty, PBH, and standard orders Coordinate with CSM/Sales Managers to promote and sell MRO services Work with Accounting/Finance to confirm sufficient credit approval and limits Respond to all MRO related requests (100%) Deliver parts to meet assigned targets Administer forms to facilitate repair and exchange transactions Handle routine customer discrepancies, disputes, and warranty requests Advise on freight options and provide tracking information Offer exchanges for units and 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 and print SAP delivery notes and TF documents Quotes / Estimates / Pricing (30%) Maintain pricing policy and conduct price/cost analysis Develop, maintain, and adhere to the yearly MRO catalogue Prepare quotations for all MRO areas and deliver within target lead‑time Track quote status to obtain approval within 5 calendar days Assist in RFP/RFQ processes Adhere to pricing agreements, including catalogue pricing, service agreements, government contracts, and Airbus Group policies Invoicing / Crediting (15%) Create and prepare billing for all customer‑owned activity Generate invoices and credits in accordance with pricing agreements Assist Accounting/Finance with invoice creation and follow‑up Issue credits/debits as required Support accounting to meet account and receivables targets Forecast / Scheduling / Planning (15%) Coordinate scheduling and planning with shops based on customer priorities Communicate updated delivery dates to customers and guarantee 95% on‑time delivery Qualifications High School Diploma or equivalent experience Minimum five (5) years in customer support or MRO Clear communication skills Ability to multitask Time‑management skills Goal‑oriented focus Ability to understand financial statements Proficiency in Microsoft Office Suite / G‑Suite SAP experience Preferred Skills SAP experience in SD, MM, WM, or SD environment Travel Required Minimal domestic and international travel 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 read documents, reports, and engineering drawings Hearing: able to participate in conversations in person and via teleconference Speaking: able to speak in conversations and meetings Equipment operation: able to operate most office equipment and some production tools Carrying: able to carry documents, tools, drawings, and electronic equipment up to 30 lbs (14 kg) Lifting: able to lift up to 30 lbs (14 kg) Pushing / pulling: able to push and pull small office furniture and some equipment and tools Sitting: able to sit for long periods of time in meetings or on a computer Squatting / kneeling: able 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: able to walk through office and production areas, including uneven surfaces Personal Protective Equipment: required PPE includes safety shoes, safety glasses, hearing protection, respirators/masks, and/or protective gloves as required by site and/or customer site Administrative position only PPE: steel‑toed shoes are required for all shop floor visits; appropriate hearing/eye protection may also be required EEO Statement Airbus provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status, or other legally protected status. Airbus complies with applicable state and local nondiscrimination laws in all locations. This policy applies to all employment terms and conditions. Airbus expressly prohibits any form of workplace harassment based on the protected characteristics identified above. Airbus does not sponsor visas for U.S. positions unless specified; only applicants with current work authorization will be considered. This position is at-will. Airbus reserves the right to revise duties and responsibilities as needed. This description does not constitute a contract of employment. Contact & Application To apply, submit your CV or application. Your information will be stored for monitoring purposes related to your application or future employment. If you have questions about accommodations, contact View email address on click.appcast.io. This posting is open until 06.20.2026. The company does not accept monetary exchanges in the recruitment process. #J-18808-Ljbffr Airbus Helicopters