Customer Service Representative II (Contract)

Airbus•Grand Prairie, TX

2d•Onsite

About The Position

Join a world leader in aviation as a Customer Service Representative II (Contract) . This isn't your typical desk job—it is a fast-paced, 360-degree role where you will manage complex tool rentals, coordinate with global supply chains (GSC), and interface directly with technical teams to solve real-world aerospace challenges. We’re looking for an SAP-savvy professional with 5+ years of logistics experience (or 3+ years in Airbus aviation) who can turn complex problems into seamless customer experiences. Ready to elevate your career? Apply today. This position is a temporary (contract) position with no specific time period but could be extended or shortened as needed. Contractors are employed by a 3rd party vendor and placed on assignment to Airbus in America. Meet the team: From building to servicing the next generation of aerospace, our team focuses on quality, productivity and efficiency. We ensure the highest quality of care and safety is built into each aircraft we assemble and maintain. Our team members make it happen. 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.

Requirements

Be a high school graduate or equivalent
Minimum five (5) years’ experience in logistics, technical, or customer support areas ---OR--- A minimum of three (3) year experience at Airbus in a position working with aviation parts.
Strong Microsoft Office or Google Workplace skills
SAP (or other ERP System Knowledge)

Nice To Haves

Associates degree or equivalent work experience
2 years SAP experience (preferably in Sales & Distribution (SD), Customer Service (CS) or Procurement)
Six Sigma
A&P License may be substituted for 2 years of experience
Airbus Software solutions; Hyperion, WebTEK, Airbus World
Travel Required : 0-10% Domestic and International may be expected
Citizenship: Authorized to Work in the US without current or future need for visa sponsorship

Responsibilities

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.
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
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