Customer Experience Specialist (Onsite)

Date Posted:

2025-07-29

Country:

United States of America

Location:

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

Position Role Type:

Onsite

U.S. Citizen, U.S. Person, or Immigration Status Requirements:

This job requires a U.S. Person. A U.S. Person is a lawful permanent resident as defined in 8 U.S.C. 1101(a)(20) or who is a protected individual as defined by 8 U.S.C. 1324b(a)(3). U.S. citizens, U.S. nationals, U.S. permanent residents, or individuals granted refugee or asylee status in the U.S. are considered U.S. persons. For a complete definition of “U.S. Person” go here. https://www.ecfr.gov/current/title-22/chapter-I/subchapter-M/part-120/subpart-C/section-120.62

Security Clearance:

None/Not Required

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, within Pratt & Whitney Component Solutions Parts Distribution Center is seeking a specialist to support frontline customer service. This employee will work across the value stream to successfully meet the expectations for operational success of the frontline customer service team. In this role, you will be someone with excellent written and verbal communication skills with strong attention to detail. You will be a problem-solving professional with the ability to develop employees and assist in their growth.

Key Responsibilities:

• 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 customer and employee experience.

• Performs miscellaneous other duties and assignments as directed.

• Liaison between PWCS and KellyOCG team members

• Develop training materials to assist in new employee experience/continuous improvement initiatives

• 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

• Participate 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

What You Will Learn:

• How to best support activities and improvement initiatives within customer service.

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

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

Qualifications You Must Have:

• Bachelor’s degree with 5 years’ business-to-business sales/customer service experience with increasing responsibilities or other related experience in aviation spare parts business; OR Master’s Degree with 3 years’ experience in re