Summary and Objective
Provide internal and external customer support to streamline MRO business processes. Collaborate with internal and external customers to provide WIP status, delivery dates, quotes/estimates, invoices/credits technical inquiries and logistical details. Manage all pricing agreements for MRO activities. Assist in planning and scheduling within FlyExclusive and internal/external customers.
Essential functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
• Customer Interface ordering process 40%
• Meeting customer expectations
• Create customer sales orders, initiate work orders and data input for supervising W/O status Close work orders and sales orders after delivery
• Maintain shop warranty claims are within company guidelines. Report finding to management Ensure customer agreements/contracts are in line with company directives
• Collaborate with CSR for Exchange (warranty, PBH, standard) orders
• Collaborate with CSM/ Sales Managers to promote and sell MRO services
• Coordinate with Accounting/Finance to insure customers have sufficient credit approval and credit limits
• 100 % replies to all customer for MRO related requests
• Deliver parts per assigned targets
• Coordinate vital forms to facilitate repair and exchange transactions
• Handle routine customer discrepancies, disputes, and warranty requests
• Advise customers of freight options as vital to ensure on time delivery, communicating tracking info.
• Offer exchanges for units when necessary, provide advance exchanges when requested.
• Maintain and update WIP report
• Notify customers of shipment tracking AWB
• Create SAP Delivery, Pick, Pack, and Post Goods Delivery transactions
• Collect end-user statements for export compliance
• Create/Print SAP Delivery notes & TF documents
• Quotes/Estimates/Pricing 30%
• Maintain pricing policy and perform Price/Cost analysis
• Develop, maintain and enforce to yearly MRO catalog
• Prepare the quotation for all MRO areas and deliver quotation within the target lead-time
• Track status of customer quotes to acquire approval within 5 calendar days
• Assist in RFP/RFQ process
• Track status of customer quotes to acquire approval within 5 calendar days
• Adhere to all pricing agreements to include but not limited to catalog pricing, special agreements, service agreements, commercial contacts, government contracts, and Airbus Group policies/procedures
• Invoicing/Crediting 15%
• Create/Prepare billing for all customer owned activity
• Create invoice/credits in compliance with pricing agreements
• Assist Accounting/Finance with invoice creation/follow-up
• Issue credits/debits as required
• Support accounting to reach account & receivables target
• Forecast/Scheduling/Planning 15%
• Challenge/Agree on Scheduling/Planning with Shops in accordance with customer priorities Communicate an updated delivery dates to customers and guarantee 95% OTD
• Additional Responsibilities: • Recommends process improvements to encourage lean operations
• Create and maintain harmonization of "Customer Interface" process between all MRO shops Support/Lead projects as required
• Align with and adhere to company policies and procedures •
• Additional duties as the need arises
Skills and Abilities:
• Six Sigma Green belt preferred Knowledge, Skills
• Clear interpersonal skills
• Ability to use a positive language
• Attentiveness and Ability to "read" customers
• Ability to multi task
• Time management skills
• Goal-oriented focus
• Ability to make decisions on cost/margins
• Ability to resolve issues in effective/practical ways
• Ability to understand financial statements
• Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages) Read, write, speak and understand English Language
• Ability to resolve issues in effective/practical ways.
Competencies
• Microsoft Office Suite Products Required, more than proficient in Excel
• SAP experience required in SD, MM, WM or SD environment Licensure/Certifications
Supervisory responsibilities
• None
Work environment
• Typical office and computer lab environment with frequent interruptions.
• Exposure to loud noises including but not limited to airplane machinery and jet engines.
Physical demands
• Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs minimally.
• Pushing / Pulling: able to push and pull small office furniture and some equipment and tools minimally.
• Sitting: able to sit for long periods of time in meetings, working on computer daily.
• Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving. Standing: able to stand for discussions in offices or on production floor regularly.
• Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces regularly.
• Personal Protective Equipment required: Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site
Dress Code and Uniform
• Business Casual
Travel required
• Travel: able to travel independently and at short notice. Very minimal amount if at all.