Customer Service Representative - AMC Logistics

Company: Airbus Helicopter
Location: Grand Prairie
Posted on: March 16, 2023

Job Description:

Airbus is an international pioneer in the aerospace industry. We are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. We aim for a better-connected, safer and more prosperous world.

A commercial aircraft manufacturer, with Space and Defense as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader.

Airbus has built on its strong European heritage to become truly international - with roughly 180 locations and 12,000 direct suppliers globally. The company has aircraft and helicopter final assembly lines across Asia, Europe and the Americas, and has achieved a more than six fold order book increase since 2000.

Position 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:

1. Customer Support: 45%

* Receive customer orders via email, phone and fax
* Interpret orders on receipt and key entry accordingly.
* Administer necessary forms and documents for rentals, exchanges, customer repairs, and Power by the Hour.
* Sell and promote items identified as part of promotional programs and work closely customers to establish additional sales opportunities.
* Periodically analyze and monitor customer sales activity for trends and update management accordingly.
* Assess and develop solutions to routine problems encountered daily
* Participate in activities to enhance systems and business processes as assigned.
* Lead and attend meetings with various internal departments. Challenge areas to meet contractual demands

2. Communication: 45%

* Daily management of ZSDTRP report
* Record and log customer complaints
* Prepare and distribute customer activity reports
* Communicate effectively, both verbally and in written form
* Recommend priority and freight options to customers as needed to ensure delivery on time.
* Provide customers order status as requested, and coordinate with the warehouse and shipping when required
* Build a positive rapport and relationship with every customer, constantly soliciting ways to improve customer support or increased sales
* Counsel customers and connect with other functional areas for technical assistance as required
* Communicate MRO statuses
* Maintain appropriate lines of business for order entry

2. Additional Responsibilities: 10%

* This position description is not intended to be all-inclusive and the employee will also perform other tasks as assigned.

Qualified Experience / Skills / Training:

Education:

Required:

* High school graduate or equivalent

Preferred:

* Associates degree or equivalent work experience

Experience:

Required:

* Minimum three (3) 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.

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

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

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):

Required:

* Able to communicate effectively with external and internal contacts, both verbally and in written form (English)

Technical Systems Proficiency:

* SAP
* Microsoft Word, Office, and Excel

Travel Required:

* 0-10% Domestic and International may be expected

Citizenship:

* Authorized to Work in the US

Clearance:

* None

Decision Making, Complexity:

* This role is the front face to AHI customers. Ownership 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

Organizational information:

* This position reports to Sr. Manager Customer Logistics

Direct Reports:

* Exempt: 0
* Non-exempt: 0

Job Dimensions, Contributions to Success:

* 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 parties

Physical Requirements:

* Onsite: 90-100%
* Vision: able to see and read computer screen and other electronic equipment with screens, able to read documents, reports and engineering drawings daily.
* Hearing: able to hear to participate in conversations in person and via teleconference or phone and to hear sounds on 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 (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts daily
* Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs daily
* Lifting: able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs.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 computer daily
* Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.
* Standing: able to stand for discussions in offices or on production floor daily
* Travel: able to travel independently and at short notice daily
* Walking (include routine walking such as to a shared printer to retrieve documents): 100% able to walk through office and production areas including uneven surfaces.
* Personal Protective Equipment required: Occasionally may be required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection if visiting the shop floor.

Equal Opportunity:

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status

As a leader in our field, Airbus Helicopters, Inc. provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.

As a matter of policy, Airbus Helicopters, Inc. does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.

Airbus Helicopters, Inc. does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.

NOTE: Airbus Helicopters, Inc. reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.

Keywords: Airbus Helicopter, Grand Prairie , Customer Service Representative - AMC Logistics, Other , Grand Prairie, Texas