Customer Experience Representative

Airbus•Grand Prairie, TX

1d•Onsite

About The Position

Airbus Helicopters, Inc. is seeking a MRO Customer Experience Representative who will serve as the vital link between internal maintenance shops and external customers. This role oversees the entire lifecycle of Maintenance, Repair, and Overhaul (MRO) activities, ensuring efficient operations and high client satisfaction. The Customer Support team provides aircraft operations support throughout the aircraft's operational life, coordinating and monitoring services to meet customer needs and foster positive relationships. Field Service teams offer technical support for safe and efficient customer operations, with a strong emphasis on understanding airline technical and operational needs through on-site presence.

Requirements

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.

Nice To Haves

SAP experience in SD, MM, WM or SD environment.
Minimal % Domestic and International Travel Required.

Responsibilities

Create customer sales orders, initiate work orders, and perform data input for monitoring work order 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 Exchange (warranty, PBH, standard) orders.
Interface with CSM/Sales Managers to promote and sell MRO services.
Coordinate with Accounting/Finance to ensure customers have sufficient credit approval and credit limits.
Provide 100% replies to all customer 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 information.
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.
Maintain pricing policy and perform Price/Cost analysis.
Develop, maintain, and adhere to the yearly MRO catalogue.
Prepare quotations for all MRO areas and deliver them 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, including catalogue pricing, special agreements, service agreements, commercial contracts, government contracts, and Airbus Group policies/procedures.
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 targets.
Challenge/Agree on Scheduling/Planning with Shops in accordance with customer priorities.
Communicate updated delivery dates to customers and guarantee 95% OTD.

Benefits

Competitive base salary
Incentive compensation which may include profit sharing schemes
Retirement savings plan
Employee Stock Ownership Plan (“ESOP”)
Paid time off including personal time
Holidays
Generous paid parental leave program
Comprehensive insurance coverage including medical (traditional and high-deductible health plans)
Prescription coverage
Dental insurance
Vision insurance
Life insurance
Disability insurance
Employee Assistance Plan (“EAP”)
Other supplemental benefit coverages