Customer Service Representative - Contract

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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 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

Additional Responsibilities: 

Other duties as assigned:       

• None

Qualified Experience and Training:  

Education:

Required

• High school graduate or eq