Principal Customer Service Specialist (Hybrid)

RTX•Santa Fe Springs, CA

1d•$86,800 - $165,200•Hybrid

About The Position

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market-leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry. With a comprehensive portfolio and deep technical expertise, we help customers meet the demands of the global market. Join us and help shape the future of aerospace and defense. This position will be working on a Hybrid schedule from one of the following locations: Haltom City, TX, Santa Fe Springs, CA (Holden City), or Louisville, KY.

Requirements

Typically requires a University Degree and minimum 5 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience
Experience in a customer-facing role
U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

Nice To Haves

Experience in Aerospace
Engineering or operations experience in a Wheels & Brakes MRO environment
Knowledge of FAA or other regulatory agency requirements for aircraft maintenance and certification
Experience with continuous improvement (CI) events and use of CI tools or lean methodology
Familiarity with ERP systems, preferably SAP
Experience interfacing with customers and internal teams

Responsibilities

Serve as the primary customer interface for product status, delivery, and support
Provide customer support in a call center or remote environment, responding to inquiries via phone or email
Support the sales team in resolving customer concerns and identifying inside sales opportunities
Maintain and document customer service interactions to identify patterns and improve quality
Manage customer assets and coordinate transportation, freight routes, and schedules to ensure timely product distribution
Analyze data to optimize product distribution and service processes
Work independently to address moderately complex customer inquiries, following scripts when appropriate and deviating when necessary
Collaborate with production, sales, shipping, warehouse, and other teams to expedite shipments and resolve issues
Provide after-sales support for client contracts and ensure customer satisfaction
Collect feedback from product development and service teams to provide accurate and actionable information to customers
Assist in maintaining databases of customer interactions for reporting and process improvement
Influence colleagues and stakeholders regarding organizational policies, practices, and procedures
Manage projects or processes as needed

Benefits

Medical, dental, and vision insurance
Three weeks of vacation for newly hired employees
Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
Tuition reimbursement program
Student Loan Repayment Program
Life insurance and disability coverage
Optional coverages you can buy: pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
Birth, adoption, parental leave benefits
Ovia Health, fertility, and family planning
Adoption Assistance
Autism Benefit
Employee Assistance Plan, including up to 10 free counseling sessions
Healthy You Incentives, wellness rewards program
Doctor on Demand, virtual doctor visits
Bright Horizons, child and elder care services
Teladoc Medical Experts, second opinion program
Relocation assistance