Military Customer Service Rep II

About the role

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.

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
• 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 Complaints management and resolution
• Daily management of Remain to Deliver (RTD) report
• Prepare and distribute backorder reports and A023 reports

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)
• Micrsoft Word, Office, and Excel or Google Workspace

Qualifications

• Ability to get a military Common Access Card (CAC)
• Onsite or remote: 90-100%
• Onsite 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.
• Daily 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.