Customer Service Representative - Contract

Airbus•Grand Prairie, TX

1d•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
SAP (or other ERP System Knowledge)
Microsoft Word, Office, and Excel or Google Workspace
Able to communicate effectively with external and internal contacts, both verbally and in written form (English)
Communicate with helicopter operators, using a basic understanding of aviation operations requirements.

Nice To Haves

Associates degree or equivalent work experience
Preferred 2 years SAP experience (preferably in Sales & Distribution (SD), Customer Service (CS) or Procurement)
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
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: None