Military Customer Service Rep II

Airbus•Grand Prairie, TX

2d•Onsite

About The Position

Airbus Helicopters, Inc. is seeking a dynamic, solutions-driven Military Customer Service Rep Level II to join our Military Programs team. In this highly impactful role, you won't just process orders—you will serve as the premier front face of Airbus, managing complex, mission-critical logistics and fostering trusted relationships with helicopter operators worldwide. From coordinating tool rentals and exchange orders to partnering cross-functionally with Procurement and Technical Support, your daily decision-making will actively drive end-to-end resolutions that return aircraft to service safely and efficiently.

Requirements

High school graduate or equivalent
Five (5) + years’ experience in logistics, technical, or customer support areas
--Or-- a minimum of one (1) year experience at Airbus in a position working with aviation parts.
Strong organizational skills
Proven track record of working in a fast paced, demanding environment
Strong interpersonal skills
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
0-10% Domestic and International may be expected
Must be a US Person under ITAR regulations
Ability to get a military Common Access Card (CAC)
Vision: able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings. Daily
Hearing: 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
Speaking: able to speak in conversations and meetings, deliver information and participate in communications. Daily
Equipment Operation: able to operate most office and personal electronic equipment. Daily
Carrying: able to carry documents, tools, drawings, electronic equipment up to 10lbs Daily
Lifting: able to lift documents, tools, drawings, electronic equipment up to 10lbs Daily
Pushing / Pulling: able to push and pull small office furniture and some equipment and tools. Daily
Sitting: able to sit for long periods of time in meetings, working on the computer. Daily
Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.
Standing: able to stand for discussions in offices or on the production floor. Daily
Travel: able to travel independently and at short notice. Daily
Walking: able to walk through office and production areas including uneven surfaces. 100%
PPE required: Steel-toed shoes are required for all shop floor visits, appropriate hearing/eye protection may also be required when visiting the shop floor.

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
PBH Order Management
Specialty orders for mission-specific requirements/contracts
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
Locate and track logistics details in order to share with customers to support return to service efforts
Create internal cases in CAMMS 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
Select 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 Representatives
Liaise with Customer Fleet Manager (CFM) and Sr. Project Manager (SPM) for escalation
Create and manage internal cases in CAMMS for expedited order logistics and customer communication which Includes regular collaboration with CFM, SPM, and the Repairables team
Provide customer order status as requested, and coordinate with the warehouse and shipping when required
Initiate Corrective Action Requests (CARS) for Customer Compliant management and resolution
Daily management of Remain to Deliver (RTD) report
Prepare and distribute backorder reports and A023 reports

Benefits

Competitive base salary
incentive compensation which may include profit sharing schemes
retirement savings plan
Employee Stock Ownership Plan (“ESOP”)
Paid time off including personal time
holidays
generous paid parental leave program
Comprehensive insurance coverage including medical (traditional and high-deductible health plans)
prescription
dental
vision
life
disability
Employee Assistance Plan (“EAP”)
other supplemental benefit coverages