MRO Customer Experience Representative

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Job Description:

Airbus Helicopters is looking for a MRO Customer Experience Representative to join our Customer Service Team in Grand Prairie, TX.

In this role, you will provide internal and external customer support to streamline MRO business processes. You will also interface with internal and external customers to provide WIP (Work-in-Progress) status, delivery dates, quotes/estimates, invoices/credits technical inquiries and logistical details.

Meet The Team:

From building to servicing the next generation of aerospace, our team focuses on quality, productivity and efficiency. We ensure the highest quality of care and safety is built into each aircraft we assemble and maintain. Our team members make it happen.

Your Working Environment:

A suburb just outside the Dallas-Fort Worth metropolitan area is home to Airbus Helicopters U.S. regional headquarters, where we have more than 1,000 employees. Check out one of the seven professional sports teams that also call Dallas home - you may even see a special, custom Airbus helicopter dedicated to the Dallas Cowboys flying during home games.

How We Care for You:

• Financial Rewards: Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan (“ESOP”)
• Work/Life Balance: Paid time off including personal time, holidays and a generous paid parental leave program.
• Health & Welfare: Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan (“EAP”) and other supplemental benefit coverages.
• Individual Development: Upskilling and development opportunities through our global Leadership University, including unlimited access to 10,000+ e-learning courses focusing on ways to develop your employability, certifications, career path as well as the opportunity to participate in accelerated development programmes and both national and international mobility.

Your Challenges:

Customer Interface – Ordering Process:  40%

• Create customer sales orders, initiate work orders and data input for monitoring W/O status
• Close work orders and sales orders after delivery.
• Accept Easy orders received through customer portal
• Maintain shop warranty claims are within company guidelines. Report finding to management
• Ensure customer agreements/contracts are in line with company directives
• Interface with CSR for Exchange (warranty, PBH, standard) orders
• Interface with CSM/ Sales Managers to promote and sell MRO services
• Coordinate with Accounting/Finance to insure customers have sufficient credit approval and credit limits
• 100 % replies to all customer for MRO related requests 
• Deliver parts per assigned targets
• Administer necessary forms to facilitate repair and exchange transactions
• Handle routine customer discrepancies, disputes, and warranty requests
• Advise customers of freight options as necessary to ensure on time delivery, communicating tracking info.
• Offer exchanges for units when necessary 
• Provide advance exchanges when requested
• Maintain and update WIP report
• Notify customers of shipment tracking AWB
• Create SAP Delivery, Pick, Pack, and Post Goods Delivery transactions
• Collect end-user statements for export compliance
• Create/Print SAP Delivery notes & TF documents

Quotes /Estimates / Pricing:   30%

• Maintain pri