Customer Service Representative - Customer Support

Airbus Helicopters, Inc Grand Prairie , TX 75052

Posted 1 week ago

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 sixfold order book increase since 2000.

Position Summary:
Interpret customer order and delivery requirements, enter orders, and follow-up as necessary, ensuring customer 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 placed electronically for timely processing fulfillment. Utilize 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 with every customer to establish additional sales opportunities.

  • Periodically analyze and monitor customer sales activity for trends and advise management accordingly.

  • Assess and develop solutions to routine problems encountered daily

  • Participate in activities to enhance systems and business processes as assigned.

  • This position description is not intended to be all-inclusive and the employee will also perform other tasks as assigned
    2.Communication: 45%

  • Daily management of ZSDTRP report

  • Record and log customer complaints

  • Prepare and distribute customer activity reports

  • Requires ability to communicate effectively verbally and in written form

  • Advise customer of priority and freight options as necessary to ensure delivery on time.

  • Counsel with customers and communicate with other functional areas for technical assistance as required.

  • Provide customer 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 with customers and communicate with other functional areas for technical assistance as required
    3.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 diploma or equivalent

Preferred:

  • Two years college preferred
  • A&P license desired

Experience:

Required:

  • 5 years' experience in logistics, technical, or customer support areas.
  • A&P License can be substituted for 3 years' experience.

Preferred:

  • 2 years SAP experience preferred (preferably in Sales & Distribution (SD), Customer Service (CS) or Procurement)
  • Six Sigma preferred

Licensure/Certifications:

Preferred:

  • A&P License preferred

Knowledge, Skills, Demonstrated Capabilities:

Required:

  • Microsoft Outlook and Office

  • Strong organizational skills

  • Demonstrate the ability to work in a fast paced demanding environment

  • Strong Communication Skills

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

  • Requires ability to communicate effectively verbally and in written form

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:

Provide several examples of the types of decisions or recommendations made in performing the responsibilities of this position. Describe the degree independent decision making, environment, interfaces, internationalization, and change factors.

Organizational information:

This position reports to Customer Support Manager

Job Dimensions, Contributions to Success:

  • Meet/Exceed customer satisfaction

  • Provide quality customer service

  • Data entry

Nature of Contacts:

Involved Communication on a regular Basis with internal and external parties

Physical Requirements:

  • Onsite: 90%

  • Vision: able to see and read computer screen and other electronic equipment with screens, able to read documents, reports and engineering drawings daily.

  • Hearing:

  • 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:

  • Travel:


Equal Opportunity:

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

Airbus in America provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus in America complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training.

Airbus in America expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. Improper interference with the ability of Airbus' employees to perform their job duties may result in discipline up to and including discharge.

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

Airbus does not offer tenured or guaranteed employment. Either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.


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Customer Service Representative - Customer Support

Airbus Helicopters, Inc