Customer Response Center Logistics Agent (Windsor Locks, CT preferred)

Date Posted:

2024-08-13

Country:

United States of America

Location:

01: Building 01 Windsor Locks One Hamilton Road, Windsor Locks, CT, 06096 USA

Position Role Type:

Remote

Do you pride yourself on delivering exceptional service and support? We are looking for a skilled Logistics Agent to join our team in the Collins Aerospace Customer Response Center (CRC), a 24/7 global operation. The center is dedicated to the resolution of aircraft on ground, critical spares and technical support requirements for the global customers of Collins Aerospace.  The CRC  customer service help desk not only tracks and resolves operator issues, but also provides a single data collection point for component performance trends. The main customer service help desk of the CRC is effectively split in to two functional teams: a Technical team and an Aircraft on Ground (AOG) Logistics team. The ideal candidate is a compassionate communicator with a knack for problem-solving and a dedication to customer satisfaction.

Shift Details: Saturday – Wednesday 6:00am-2:30pm EST

What You Will Do:

• Support the IATA I Logistics team’s Case Management process and drive flawless execution to meet customer commitments in a consistent, repeatable manner

• Digest large amounts of data quickly, deal with ambiguity, be decision-oriented, a quick learner and open minded

• Communicate effectively and professionally with customers.

• Manage and resolve inbound Aircraft on Ground (AOG) and critical part demand for a variety of Collins Aerospace customers worldwide

• Process and monitor all customer issues and concerns, from initiation to closure using a combination of CRM and ERP systems

• Follow-up with customers on all issues and cases while maintaining strong customer relationships

• Work closely with various departments within the organization to ensure required information and support is provided to resolve customer issues

• Ensuring all necessary flow-downs to supply chain, shipping, quality, and other stakeholders are communicated timely and accurately

• Achieve all key performance indicators and achieve best in class performance

• Participate in continuous improvement initiatives

• Responsible for small projects as directed and guided by management and senior colleagues by applying knowledge and experience from previous roles

• Promote an inclusive, engaging, & rewarding work environment including:

• Attend off shift team & organization wide meetings (e.g., staff meeting, 1:1 with manager, performance connect discussions around skills development and growth discussions, cross-IATA “Coffee Chats”)

• Work respectfully across multiple cultures and countries

What You Will Learn:

• ​​Gain in-depth knowledge about the business products, service offerings and overall industry

• Creative problem solving to complex customer issues

• How to proactively react to and accommodate customer needs immediately and situationally

Qualifications You Must Have:

• Typically requires a University Degree and minimum 2 years of prior relevant experience or an Advanced Degree in a related field or in absence of a degree, 6 years of relevant experience

• Must be authorized to work in the U.S. without sponsorship now or in the future. Collins Aerospace will not offer sponsorship for this position

• Experience in resolving customer complaints and problems

• Experience with MS Outlook, Excel, PowerPoint, Word

Qualifications We Prefer:

• Hybrid work to Windsor Locks, CT preferred (3 days a week)

• Aerospace or manufacturing industry experience

• Numerical, written, and verbal communication and reasoning skills

• Experience analyzing and troubleshooting challenging and uncommon scenarios

• Ability to manage time-sensitive and high-pressure situations without supervision

• SAP experience

• Salesforce experience

• ·Proven customer orientation and the ability to manage different situations

What We Offer:

Some of our competitive benefits package includes:   

• Medical, dental, and vision insurance  

• Three weeks of vacation for newly hired employees  

• Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option <