Customer Service Representative - AMC Logistics
Company: Airbus Helicopter
Location: Grand Prairie
Posted on: March 16, 2023
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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
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