Principal Customer Service Specialist (Hybrid)

About the role

This position will be working on a Hybrid schedule from one of the following locations: Haltom City, TX, Santa Fe Springs, CA (Holden City), Louisville, KY.

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
• Avoidance of repetitive tasks by managing projects or processes as needed

Requirements

• U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.
• No security clearance is required.

Qualifications

• 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.

Skills

• 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.

Benefits

• Medical, dental, and vision insurance
• 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