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 and ensuring efficient workflow
• Manage projects or processes as needed

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

Preferred Qualifications

• 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

Some of our competitive benefits package includes:

• Medical, dental, and vision insurance
• Three weeks of vacation for newly hired employees
• A 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

What We Offer

Maybe eligible for relocation

Company Information

We are redefining aerospace. Our Advanced Structures team leverages advanced materials and additive manufacturing to develop complex interior and exterior solutions. These solutions ensure structural integrity of the aircraft, help aircraft take off and land, stay trim in the air, move forward, carry cargo and conduct rescues. We delight our customers with superior products and best-in-class service. Our global team is committed to continuous improvement – we work hard to make our solutions lighter-weight, stronger and more technically advanced, so that plane travel can be safer, more affordable and more sustainable in the years to come. We are looking for the best and brightest to fly and land with us!

Application Information

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.

Contact Information

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

Equal Opportunity Employer

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class.