Customer Service Representative II

About the Company:

We provide specialized subcontracting and technical assistance services to support clients in the transport and aerospace industries. We work closely with clients to ensure that our solutions meet their needs and exceed their expectations. Our team members are motivated individuals that do remarkable things every day!

Position Summary:

AAA United States, Inc. has partnered with a company in Grand Prairie, TX that is an international pioneer in the aerospace industry. They are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. A commercial aircraft manufacturer, with Space and Defense as well as Helicopters Divisions, they are the largest aeronautics and space company in Europe and a worldwide leader.

The Customer Service Representative II responsible for acting as the main liaison between customers (operators, MROs, fleet managers) and the customer for after-sales support, including spares parts, services, rentals/exchanges, and warranty claims.

Essential Functions:

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 Accuracy

Tool Rentals

Exchange Orders

Component Rentals

PBH Order Management

• Initiate GSC (Global Supply Chain) Orders to support return to service initiatives;
• Interfaces with Procurement department to expedite orders with suppliers
• Provisioning of sourcing recommendations and alternatives
• Provide Customer Quotations with a high level of accuracy
• Sell 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 efforts
• Create internal cases in Salesforce for expedited order logistics and customer communication
• Build a positive rapport and relationship with every customer, constantly soliciting ways to improve customer support or increased sales
• Recommend priority and freight options to customers as needed to ensure delivery on time.

Cross-Functional Interface: 45%

• Interface with Technical Support

Initiate Problem Resolution discussion with on-site or regional Technical Representative

Liaise with Customer Logistics Manager (CLM) and Customer Support Manager (CSM) for escalation

• Create and manage internal cases in Salesforce for expedited order logistics and customer communication

Includes regular collaboration with Customer Logistics Manager, AOG Teams at AHI and AOG Managers at logistics hub at AH France

• Provide customers order status as requested, and coordinate with the warehouse and shipping when required

Data Analysis and Performance Monitoring: 10%

• Source document research in Airbus’ Quality System - On Base - for Quality issue resolution
• Initiate Corrective Action Requests (CARS) for Customer Compliant management and resolution
• Analyze and monitor customer sales activity for trends and update management accordingly.
• Daily management of ZSDTRP report
• Prepare and distribute customer activity reports

• Be a high school graduate or equivalent
• Minimum five (5) years’ experience in logistics, technical, or customer support areas
• ---OR---
• A minimum of three (3) year experience at Airbus in a position working with aviation parts.
• Strong Microsoft Office or Google Workplace skills
• SAP (or other ERP System Knowledge)

Preferred:

• Associates degree or equivalent work experience
• 2 years SAP experience (preferably in Sales & Distribution (SD), Customer Service (CS) or Procurement)
• Six Sigma
• A&P License may be substituted for 2 years of experience
• Software solutions; Hyperion, WebTEK, Airbus World