Customer Service Representative (Onsite)
About The Position
The Customer Service Representative works directly with airlines, airline maintenance and repair overhaul (MRO) facilities, and brokers, supporting their parts that require repair. The position provides customer service and account management support across logistics, contract management, and customer relations, with a focus on professional communication and adherence to internal and external processes. The role processes customer repair orders and quotes, coordinates and documents receipt and repair of equipment, and uses SAP to enter or retrieve repair and material data. It also works with internal departments on warranty, credit, and billing matters, maintains product and organizational knowledge to support customers, and records customer service needs to identify recurring patterns and maintain quality. The position is onsite in Wichita, Kansas, and can involve consistent movement, including boxing and unboxing items weighing up to 15 pounds.
Requirements
- High school diploma, associate degree, or other two-year post-high-school training, typically with at least four years of relevant experience.
- Previous experience in a customer-facing role.
- Experience using email, preferably Outlook, and Microsoft Office software.
- Must be a U.S. Person.
Nice To Haves
- SAP experience.
Responsibilities
- Perform customer service and account management duties related to logistics, contract management, and customer relations.
- Communicate professionally and effectively in writing and verbally with internal and external customers.
- Manage written communications and data while complying with internal and external processes.
- Process customer repair orders and quotes according to Standard Work procedures, and redirect queries when appropriate.
- Coordinate and document equipment receipt and repair to comply with federal policies and current procedures.
- Use SAP to input or extract repair and material data.
- Assist with coordination across internal departments on warranty, credit, billing, and related matters.
- Maintain knowledge of Collins’ organization and products to provide appropriate customer information and support.
- Document customer service needs to identify patterns and maintain quality.
- Perform tasks involving consistent movement, including boxing and unboxing items weighing up to 15 pounds.
Benefits
- Medical, dental, and vision insurance.
- Three weeks of vacation for newly hired employees.
- 401(k) plan with employer matching and a separate employer retirement contribution.
- Tuition reimbursement program.
- Student Loan Repayment Program.
- Life insurance and disability coverage.
- Optional pet, home and auto, additional life and accident, critical illness, group legal, and identity theft protection coverages.
- Birth, adoption, and parental leave benefits.
- Fertility and family planning benefits.
- Adoption assistance.
- Autism benefit.
- Employee assistance plan, including up to 10 free counseling sessions.
- Wellness incentives and rewards program.
- Virtual doctor visits.
- Child and elder care services.
- Medical second-opinion program.
- Flexible spending accounts and paid holidays may be available, depending on business unit and collective-bargaining coverage.
- Annual short-term and/or long-term incentive compensation may be available depending on position level and collective-bargaining coverage.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
