Customer Service Representative - Contract H/F - Airbus Defense and Space

Airbus is committed to providing reasonable accommodations as an Equal Opportunity Employer to applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us at (English)(Spanish)Job Description:Job 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:Customer Support: 45% Initiate and be held accountable for Problem Resolution: Provide end-to-end resolution of Complex orders and complex customer concerns.Management of Complex Orders with High AccuracyTool RentalsExchange OrdersComponent RentalsPBH Order ManagementInitiate GSC (Global Supply Chain) Orders to support return to service initiatives;Interfaces with Procurement department to expedite orders with suppliersProvisioning of sourcing recommendations and alternativesProvide Customer Quotations with a high level of accuracySell and promote items identified as part of promotional programs and work closely with customers to establish additional sales opportunities.Locate and track logistics details in order to share with customers to support return to service effortsCreate internal cases in Salesforce for expedited order logistics and customer communicationBuild a positive rapport and relationship with every customer, constantly soliciting ways to improve customer support or increased salesRecommend priority and freight options to customers as needed to ensure delivery on time.Cross-Functional Interface: 45%Interface with Technical SupportInitiate Problem Resolution discussion with on-site or regional Technical RepresentativeLiaise with Customer Logistics Manager (CLM) and Customer Support Manager (CSM) for escalationCreate and manage internal cases in Salesforce for expedited order logistics and customer communicationIncludes regular collaboration with Customer Logistics Manager, AOG Teams at AHI and AOG Managers at logistics hub at AH FranceProvide customers order status as requested, and coordinate with the warehouse and shipping when requiredData Analysis and Performance Monitoring: 10%Source document research in Airbus' Quality System - On Base - for Quality issue resolutionInitiate Corrective Action Requests (CARS) for Customer Compliant management and resolutionAnalyze and monitor customer sales activity for trends and update management accordingly.Daily management of ZSDTRP reportPrepare and distribute customer activity reportsAdditional Responsibilities:Other duties as assigned: NoneQualified Experience and Training:Education:RequiredHigh school graduate or equivalentPreferredAssociates degree or equivalent work experienceExperience:RequiredMinimum five (5) years' experience in logistics, technical, or customer support areasOr a minimum of one (3) year experience at Airbus in a position working with aviation parts.Preferred2 years SAP experience (preferably in Sales & Distribution (SD), Customer Service (CS) or Procurement)Six SigmaLicensure/Certifications:RequiredNonePreferredA&P License may be substituted for 2 years of experienceTravel Required:0-10% Domestic and International may be expectedCitizenship:Authorized to Work in the USClearance:NoneQualified Skills:Knowledge, Skills, Demonstrated Capabilities:RequiredStrong Microsoft Office or Google Workplace skillsStrong organizational skillsProven track record of working in a fast paced demanding environmentStrong interpersonal skillsPreferredAirbus SAP and Salesforce Systems KnowledgeCommunication Skills: (Spoken, Written, Influencing, Proficiency in Other Languages as required by the Job.)Required:Able to communicate effectively with external and internal contacts, both verbally and in written form (English)Communications with customer will primarily pertain to order pricing and delivery datesCommunicate with helicopter operators, using a basic understanding of aviation operations requirements.Preferred:Ability to understand basic French or German languageTechnical Systems Proficiency:Required:SAP (or other ERP System Knowledge)Microsoft Word, Office, and Excel or Google WorkspacePreferred:Airbus Software solutions; Hyperion, WebTEK, Airbus WorldComplexity of the Role:Level of Decision Making:This role is the front face to AHI customers. Ownership and accountability 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.Decision made to coordinate order mitigation and efficient customer communication on order delivery dates.Provide end-to-end resolution of complex customer concerns, spanning over all Support and Services functions: Spares, Blade Repair, Dynamic Component Repair (DCR), Logistics, Training, and AHI's FAA Repair Station.Organizational information:This position reports to Sr. Manager Materials Operations Center Direct Reports:Is this a people manager? No # of Exempt Reports: 0 # of Non-exempt Reports: 0 Job Dimensions:Meet/Exceed customer satisfactionProvide quality customer serviceData entryCustomer appreciationNature of Contacts:Involved Communication on a regular basis with internal and external partiesPhysical Requirements:Onsite or remote: 90-100% OnsiteVision: able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings. DailyHearing: able to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms. DailySpeaking: able to speak in conversations and meetings, deliver information and participate in communications. DailyEquipment 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. DailyCarrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs. DailyLifting: 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. DailySitting: able to sit for long periods of time in meetings, working on the computer. DailySquatting / 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 the production floor. DailyTravel: able to travel independently and at short notice. DailyWalking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces. 100%Personal Protective Equipment required: Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer siteAdministrative position only PPE required: Steel-toed shoes are required for all shop floor visits, appropriate hearing/eye protection may also be required when 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 statusAs 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.This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.Company:Airbus Helicopters, Inc.Employment Type:Contrat d'intérimExperience Level:Expérimenté(e)Remote Type:On-siteJob Family:Support & services matériels ------------Airbus provides equal opportunities to all individuals seeking assignment with Airbus 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 complies with applicable state and local laws governing nondiscrimination in every location in which the company has facilities. Airbus 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. This assignment description does not constitute a written or implied contract of employment.By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to.