Customer Support Representative (Temporary)

Airbus•Fort Erie, ON

13d•Onsite

About The Position

The Customer Support Representative (CSR) is a temporary, full-time position at Airbus Helicopters Canada, reporting to the Customer Support Supervisor. This role is part of the after-sales services team, involving direct daily customer contact for various after-sales needs including repair and overhaul orders, rental and exchange orders, option sales, spare parts orders, warranty claims, and support/service requests. The CSR will manage a predetermined list of accounts, prepare weekly reports for top performers, and maintain knowledge of all activities within their customer portfolio. A key responsibility is ensuring on-time deliveries by monitoring product movements and coordinating with internal stakeholders and vendors. Due to Airbus Helicopters' 24/7 service, the CSR will participate in an on-call rotation schedule, requiring them to be available outside regular business hours and on weekends after completing training and being provided with necessary tools (mobile phone/laptop).

Requirements

University Degree or College Diploma in Business Administration
Previous customer support/account management experience is required
Intermediate computer skills
Working knowledge of fax, scanners, and printers required
Ability to multi-task and set priorities
Ability to interface with other departments/colleagues to identify solutions
Effective professional communication skills
Accuracy in data entry and paperwork
Strong problem solving ability
Willingness to learn/develop new skills
Excellent organizational and time management skills
Exceptional attention to detail
Ability to work independently under general supervision
Excellent ability to adapt to new situations
Awareness of potential compliance risks and commitment to act with integrity

Nice To Haves

Experience using an ERP/MRP system (SAP)
CRM (Salesforce) experience

Responsibilities

Act as the single point of contact for repair and overhaul services, ensuring customer satisfaction.
Understand Airbus Helicopters Canada (AHCA) offerings and propose relevant R&O service options (Repair, Overhaul, Exchange, Rental).
Prepare RMAs, provide repair/overhaul pricing and turnaround times, generate quotations, and arrange timely shipments/invoicing.
Ensure information flows to appropriate internal departments and log paperwork/quotes for action.
Prepare purchase and sales orders, track customer component movements, and complete billings.
Verify creditworthiness and obtain deposits when necessary.
Complete contractual agreements for exchange and rental equipment.
Track incoming exchange cores, follow up on late fees, and invoice overages.
Generate invoices/debits for flight hours on rental units, damages, or overages.
Process spare parts and option sales by entering information into SAP and interfacing with relevant departments.
Complete and dispatch NCRs for non-conforming parts and RMAs to authorize returns, generating credits as needed.
Track open orders and backorders daily, weekly, and monthly.
Provide alternative part numbers or solutions, or escalate issues when necessary.
Communicate the value of forecasted orders and proactively manage customer order priority.
Create, organize, quote, track, and invoice service requests from customers.
Provide a single point of contact for warranty claims, ensuring customer satisfaction.
Conduct preliminary reviews of warranty claims for applicability, accuracy, and completeness.
Review claim validity, research original sales, and part/aircraft history.
Complete warranty claims using required tools/CRM and forward to appropriate departments.
Assess and communicate alternatives to warranty claims to customers.
Maintain databases used in the Customer Support Office, ensuring data accuracy.
Update, phone, organize, and assess customer communications.
Provide urgent same-day solutions for grounded aircraft (AOG duties), which may include stock searches, alternative part searches, network escalations, or cannibalizations.
Participate in a 7-day AOG on-call rotation schedule for 24-hour service.
Raise customer complaints and issues to management for improvement.
Track warranty claim progress and communicate resolution to the customer.
Report sales opportunities, customer information, or personnel changes.
Participate in continuous improvement projects for the Commercial Office and Airbus Helicopters.
Participate in daily/weekly SQCDP meetings, annual goal initiatives, KPI reviews, and learning objectives.