Customer Experience Specialist (Onsite)

Date Posted:

2025-02-05

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:

As the Customer Experience Specialist in the Parts Distribution Center (PDC) the qualified candidate will be accountable for the following:

• Liaison between PWCS and KellyOCG team members

• Development and execution of training materials

• On-Call 24/7/365 Backup for frontline escalations, releases, and emergencies

• Sales order management (Approvals/Overrides/Concessions/Returns)

• SAP Super User with SAP S/4HANA conversion responsibilities

• Customer Relationship Management (CRM) software Super User

• Cash on Time system/process delegate for PDC invoice disputes

• Participation in quality audits

• New employee onboarding assistance including systems accesses, training and coaching

• Communication of standard work, best practices, and process corrections to meet key performance indicators (KPIs) 

• Provides oversight, guidance, and mentoring to build community and improve throughput, productivity, and overall customer experience

• Initiates process automation and innovation; drives for continuous improvement to enhance customer experience in multifaceted areas of Pratt & Whitney Component Solutions (PWCS)

• Strategic project initiatives as required by the business

Expectations of the Role:

• Serves as the key liaison for areas of responsibility, through regular communication, builds strong relationships and manages escalations and mood to improve overall health of PWCS.

• Drives ownership of the PWCS team’s engagement with Pratt & Whitney Canada (P&WC) metrics and data alignment initiatives, delivers data and presentations as needed with senior management. 

• Maintains a high standard of etiquette and protocol with internal/external customers, acts as an escalation point for problem resolution.

• Continuous improvement to improve the customer and employee experience.

• Performs miscellaneous other duties and assignments as directed.

Qualifications You Must Have:

• University Degree and minimum 5 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience or in absence of a degree, 9 years of relevant experience

• US Citizen or US Person (permanent resident, or granted refugee or asylee status)

Qualifications We Prefer:

• Experience with PowerBI

• Experience with Microsoft Dynamics CRM and Powerpoint

• Minimum of five years’ business-to-business sales/customer service experience with increasing responsibilities

• Proficiency in SAP, Microsoft Teams, Word, and Excel

• Excellent communication skills, written and verbal

• Demonstrated ability to build and maintain internal and external customer relationships

What is my role type?

In addition to transforming the future of flight, we are also transforming how and where we work. We’ve introduced role types to help you understand how you will operate in our blended work environment. This role is:

Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance workers, as they are essential to the development of our engines.

Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee’s personal responsibility.

The salary range for this role is 82,0