Customer Experience Specialist (Onsite)

Date Posted:

2025-03-25

Country:

United States of America

Location:

PW116: Muskegon, MI 4905 Stariha Drive, Muskegon, MI, 49441 USA

Position Role Type:

Onsite

Pratt & Whitney is working to once again transform the future of flight—designing, building and servicing engines unlike any the world has ever seen. And because transformation begins from within, we’re seeking the people to drive it. So, calling all curious.

Come ready to explore and you’ll find a place where your talent takes flight—beyond the borders of title, a country or your comfort zone. Bring your passion and commitment and we’ll welcome you into a tight-knit team that takes our mission personally. Channel your drive to make a difference into shaping an organization and an industry that’s evolving fast to the future.

At Pratt & Whitney, the difference you make is on display every day. Just look up. Are you ready to go beyond?

What You Will Do

The Customer Experience Team at Pratt & Whitney Component Solutions Parts Distribution Center is looking for a dedicated specialist to support essential contracts for global parts distribution. In this role, you will collaborate across the value stream to ensure the successful achievement of parts availability and contract compliance, meeting our high standards for operational success.

Key Responsibilities:

• Acts as the primary distributor-facing Account Representative, responsible for regular communication, relationship building, and managing distributor and customer satisfaction to enhance the distribution business model.

• Provides guidance and mentoring to Frontline Customer Service Representatives (CSRs) at Pratt & Whitney Component Solutions and the distributor’s team to improve throughput, productivity, and customer experience.

• Serves as the escalation point for unresolved issues from Frontline CSR New Spares and Repairs teams.

• Manages distribution orders and internal accounts, working with Frontline CSRs to ensure business health.

• Masters and communicates distributor's contractual requirements, including key information and pricing.

• Develops and shares accurate sales forecasts with management and planning teams.

• Oversees distributor’s inventory pool health, ensuring high service levels, fill rates, and addressing aircraft on ground metrics.

• Initiates automation processes for key improvement opportunities.

• Ensures governance of distribution agreements through scheduled activities.

• Implements process improvements to enhance customer experience.

• Leads strategic projects as required by the business.

What You Will Learn:

• How to best support activities and improvement initiatives to the global aftermarket distribution network.

• How to ensure compliance with project management methodologies and standards.

• How to develop and provide guidance and support to team members to ensure successful project flow.

Expectations of the Role:

• Acts as the key liaison, regularly communicating to build strong relationships, manage escalations, and enhance contract health.

• Drives PWCS team’s engagement with contract holders and aligns metrics/data with Pratt & Whitney Canada (P&WC), delivering data and presentations to senior management.

• Maintains high standards of etiquette and protocol with internal and external customers.

• Implements continuous improvements to enhance customer and employee experience.

• Performs additional duties and assignments as directed.

Qualifications You Must Have:

• Advanced degree and 3+ years of experience in business-to-business sales/customer service experience or experience in aftermarket industry experience; OR Bachelor’s degree and 5+ years of relevant industry experience; OR Associate’s degree and 7+ years of relevant industry experience; OR High School diploma and 9+ years of relevant industry experience

• U.S. Person (U.S. citizen, permanent resident, or granted refugee or asylee status)

Qualifications We Prefer:

• Degree in STEM field; Supply Chain or Business fields preferred.

• Aftermarket Aviation experience ideally in spare parts business

• Experience in Supplier or Account Management

• Experience with SAP (or other ERP systems), and data analysis tools such as PowerBI

• Microsoft Office and other productivity programs (i.e. Teams, Dynamics CRM, PowerPoint, Word, and Excel)