Customer Service Representative - Contract

Interpret customer order and delivery requirements, enter orders, and follow up as necessary to ensure fulfillment within company policy guidelines. Communicate daily with customers to resolve order, delivery, or account problems. Monitor customer orders for timely processing and apply problem-solving skills to assist customers with their day-to-day requirements.

Responsibilities

• Customer Support (45%)
  • Provide end-to-end resolution of complex orders and customer concerns.
  • Manage complex orders with high accuracy, including:
    • Tool Rentals
    • Exchange Orders
    • Component Rentals
    • PBH Order Management
  • Initiate Global Supply Chain (GSC) orders to support return-to-service initiatives; interface with Procurement to expedite supplier orders.
  • Provide sourcing recommendations and alternatives.
  • Deliver highly accurate customer quotations.
  • Sell and promote items from promotional programs; identify additional sales opportunities.
  • Locate and track logistics details to support return-to-service efforts.
  • Create internal cases in Salesforce for expedited order logistics and customer communication.
  • Build positive customer relationships and solicit feedback for improvement.
  • Recommend priority and freight options to ensure on-time delivery.
• Cross-Functional Interface (45%)
  • Interface with Technical Support and initiate problem-resolution discussions with on-site or regional Technical Representatives.
  • Liaise with Customer Logistics Manager (CLM) and Customer Support Manager (CSM) for escalations.
  • Create and manage internal Salesforce cases for expedited logistics and communication.
  • Collaborate regularly with Customer Logistics Manager, AOG Teams, and AOG Managers at logistics hubs.
  • Provide customers with order status updates and coordinate with warehouse and shipping as needed.
• Data Analysis and Performance Monitoring (10%)
  • Conduct source document research in Airbus’ Quality System (On Base) for quality issue resolution.
  • Initiate Corrective Action Requests (CARS) for customer complaint management and resolution.
  • Analyze and monitor customer sales activity for trends; update management accordingly.
  • Manage the ZSDTRP report daily.
  • Prepare and distribute customer activity reports.
• Perform other duties as assigned.

Requirements

• Education:
  • Required: High school diploma or equivalent.
  • Preferred: Associate’s degree or equivalent work experience.
• Experience:
  • Required: Minimum five years in logistics, technical, or customer support roles, or minimum three years at Airbus in a position working with aviation parts.
  • Preferred: Two years of SAP experience (Sales & Distribution, Customer Service, or Procurement).
• Licensure/Certifications:
  • Preferred: A&P License (may substitute for two years of experience).
• Travel: 0-10% (domestic and international may be expected).
• Citizenship: Must be authorized to work in the U.S.

Skills

• Knowledge & Capabilities:
  • Strong Microsoft Office or Google Workspace skills.
  • Strong organizational and interpersonal skills.
  • Proven ability to work in a fast-paced, demanding environment.
  • Preferred: Knowledge of Airbus SAP and Salesforce systems.
• Communication:
  • Required: Effective verbal and written communication in English; ability to discuss order pricing, delivery dates, and basic aviation operations with helicopter operators.
  • Preferred: Basic understanding of French or German.
• Technical Proficiency:
  • Required: SAP (or other ERP system), Microsoft Word, Excel, or Google Workspace.
  • Preferred: Airbus software solutions (Hyperion, WebTEK, Airbus World).

Role Complexity

This role serves as the primary interface for Airbus Helicopters, Inc. (AHI) customers. Key responsibilities include:

• Daily decision-making to locate parts and determine shipping methods to meet customer demands.
• Coordinating order mitigation and communicating delivery updates efficiently.
• Providing end-to-end resolution for complex customer concerns across Spares, Blade Repair, Dynamic Component Repair (DCR), Logistics, Training, and AHI’s FAA Repair Station.

Benefits

• Relocation assistance for qualified positions.
• Comprehensive compensation and benefits package.

Physical Requirements

• Work Environment: 90-100% onsite.
• Vision: Ability to read computer screens, documents, reports, and engineering drawings.
• Hearing: Ability to participate in conversations (in-person, teleconference, or phone) and hear production floor sounds, including safety alarms.
• Speaking: Ability to communicate in meetings and conversations.
• Equipment Operation: Ability to operate office equipment (computers, phones, copiers) and some production tools (e.g., hydraulic lifts).
• Physical Tasks:
  • Carrying/lifting up to 30 lbs/14 kg (documents, tools, equipment).
  • Pushing/pulling small office furniture and equipment.
  • Sitting for extended periods (meetings, computer work).
  • Squatting/kneeling to retrieve low-shelved items.
  • Standing for discussions in offices or production areas.
  • Walking through office and production areas (including uneven surfaces).
  • Traveling independently and at short notice.
• Personal Protective Equipment (PPE):
  • Required for shop floor visits: steel-toed shoes, hearing/eye protection (as needed).
  • Additional PPE may include safety glasses, respirators/masks, and gloves (site/customer-specific).