Customer Service Representative - Contract

Airbus•Grand Prairie, TX

2d•Onsite

About The Position

Interpret customer order and delivery requirements, enter orders, and follow-up as necessary, ensuring fulfillment of orders are within company policy guidelines. Communicate with customers on a daily basis regarding resolution of their order, delivery or account problems. Monitor customer orders for timely processing fulfillment. Apply problem-solving skills to help customers through their day-to-day requirements.

Requirements

High school graduate or equivalent
Minimum five (5) years’ experience in logistics, technical, or customer support areas
Or a minimum of one (3) year experience at Airbus in a position working with aviation parts.
Strong Microsoft Office or Google Workplace skills
Strong organizational skills
Proven track record of working in a fast paced demanding environment
Strong interpersonal skills
Able to communicate effectively with external and internal contacts, both verbally and in written form (English)
Communications with customer will primarily pertain to order pricing and delivery dates
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
This role is the front face to AHI customers. Ownership and accountability is key to meeting customer demand.
Decisions made every day on where to find needed parts and proper methods for shipping to meet customer demands.
Decision made to coordinate order mitigation and efficient customer communication on order delivery dates.
Provide end-to-end resolution of complex customer concerns, spanning over all Support and Services functions: Spares, Blade Repair, Dynamic Component Repair (DCR), Logistics, Training, and AHI’s FAA Repair Station.
Meet/Exceed customer satisfaction
Provide quality customer service
Data entry
Customer appreciation
Involved Communication on a regular basis with internal and external parties
Able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings. Daily
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
Able to speak in conversations and meetings, deliver information and participate in communications. Daily
Able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts. Daily
Able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs. Daily
Able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs.
Able to push and pull small office furniture and some equipment and tools. Daily
Able to sit for long periods of time in meetings, working on the computer. Daily
Able to squat or kneel to retrieve or replace items stored on low shelving.
Able to stand for discussions in offices or on the production floor. Daily
Able to travel independently and at short notice. Daily
Able to walk through office and production areas including uneven surfaces. 100%
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
Steel-toed shoes are required for all shop floor visits, appropriate hearing/eye protection may also be required when visiting the shop floor.
This position reports to Sr. Manager Materials Operations Center
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.

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 SAP and Salesforce Systems Knowledge
Ability to understand basic French or German language
Airbus Software solutions; Hyperion, WebTEK, Airbus World

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
Other duties as assigned