Customer Service Representative - Contract

About this role

Airbus is committed to providing reasonable accommodations as an Equal Opportunity Employer to applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us at USCareers@airbus.com

• Notice: Know Your Rights: Workplace Discrimination is Illegal • Notice: Pay Transparency Nondiscrimination   (English) • Aviso: Transparencia en el Pago No Discriminación  (Spanish)

Job Description: Job Summary:  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.

Primary Responsibilities:

Customer Support:  45%

• 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.

Cross-Functional Interface:  45%

• 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

Data Analysis and Performance Monitoring:  10%

• 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

  Additional Responsibilities:     Other duties as assigned:        • None

  Qualified Experience and Training:  

Education: Required • High school graduate or equivalent

Preferred • Associates degree or equivalent work experience

Experience: Required • 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.

Preferred • 2 years SAP experience (preferably in Sales & Distribution (SD), Customer Service (CS) or Procurement)

• Six Sigma

Licensure/Certifications: Required • None

Preferred • A&P License may be substituted for 2 years of experience

Travel Required:  • 0-10% Domestic and International may be expected

Citizenship: • Authorized to Work in the US

Clearance:   • None

  Qualified Skills:  

Knowledge, Skills, Demonstrated Capabilities: Required • Strong Microsoft Office or Google Workplace skills

• Strong organizational skills

• Proven track record of working in a fast paced demanding environment

• Strong interpersonal skills

Preferred • Airbus SAP and Salesforce Systems Knowledge

Communication Skills: ( Spoken, Written, Influencing, Proficiency in Other Languages as required by the Job.) Required: • Able to communicate effectively with external and internal contacts, both verbally and in written form (English)

• Communications with customer will primarily pertain to order pricing and delivery dates

• Communicate with helicopter operators, using a basic understanding of aviation operations requirements. 

Preferred: • Ability to understand basic French or German language

Technical Systems Proficiency: Required: • SAP (or other ERP System Knowledge)

• Microsoft Word, Office, and Excel or Google Workspace 

Preferred: • Airbus Software solutions; Hyperion, WebTEK, Airbus World

  Complexity of the Role:  

Level of Decision Making:   • This role is the front face to AHI customers. Ownership and accountability is key to meeting customer demand.

• Decisions made every day on where to find needed parts and proper methods for shipping to meet customer demands.

• Decision made to coordinate order mitigation and efficient customer communication on order delivery dates.

• Provide end-to-end resolution of complex customer concerns, spanning over all Support and Services functions: Spares, Blade Repair, Dynamic Component Repair (DCR), Logistics, Training, and AHI’s FAA Repair Station.

Organizational information:

• This position reports to Sr. Manager Materials Operations Center

Direct Reports:    Is this a people manager? No # of Exempt Reports: 0       # of Non-exempt Reports: 0         

Job Dimensions:  • Meet/Exceed customer satisfaction

• Provide quality customer service

• Data entry

• Customer appreciation

Nature of Contacts:  • Involved Communication on a regular basis with internal and external parti

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