MRO Customer Experience Representative

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Job Description:

Job Summary:  Provide internal and external customer support to streamline MRO business processes. Interface 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 Airbus Group and internal/external customers.

Primary Responsibilities:

Customer Interface – Ordering Process:  40

• Create customer sales orders, initiate work orders and data input for monitoring W/O status
• Close work orders and sales orders after delivery.
• Accept Easy orders received through customer portal
• Maintain shop warranty claims are within company guidelines. Report finding to management
• Ensure customer agreements/contracts are in line with company directives
• Interface with CSR for Exchange (warranty, PBH, standard) orders
• Interface 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
• Administer necessary forms to facilitate repair and exchange transactions
• Handle routine customer discrepancies, disputes, and warranty requests
• Advise customers of freight options as necessary 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 adhere to yearly MRO catalogue
• Prepare the quotation for all MRO areas and deliver quotation within the target lead-time
• Track status of customer quotes to obtain approval within 5 calendar days
• Assist in RFP/RFQ process
• Track status of customer quotes to obtain approval within 5 calendar days
• Adhere to all pricing agreements to include but not limited to catalogue 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 accordance 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:

Other duties as assigned:       

• Recommends process improvements to encourage lean operations
• Create and maintain harmonization of “Customer Interface” process between all MRO shops
• Support/Lead projects as required
• Comply with and adhere to company policies and procedures

Qualified Experience and Training:   

Education:

Required

• High School Diploma or equivalent experience

Preferred

• Bachelor degree in associated field

Experience:

Required

• Minimum five (5) years in customer support or MRO.

• Preferred SAP experience in SD, MM, WM or SD environment 

Licensure/Certifications:

Required

• None

Preferred

• Six Sigma Green belt 

Travel Required:

• Minimal Domestic and International

Citizenship:

•   Authorized to Work in the US

Clearance:

• None

Qualified Skills: 

Knowledge, Skills, Demonstrated Capabilities:

Required

• Clear communication skills
• Ability to use a positive language
• Acting skills
• Attentiveness and Ability to “read” customers
• Ability to multi task
• Time management skills
• Goal-oriented focus
• Ability to understand financial statements

Preferred

• None 

Communication Skills:

Required:

• Ability to communicate effectively in verbal and written form in English

Preferred:

• None

Technical Systems Proficiency:

Required:

• Microsoft Office Suite Products 
• SAP experience

Preferred:

• None

Complexity of the Role:

Level of Decision Making:

• Meeting customer expectations
• Decisions made on cost/ Margins
• Multitask
• Ability to resolve issues in effective/practical ways.

Organizational information:

Direct Reports:

Is this a people manager?  

of Exempt Reports:  0    

                of Non-exempt Reports:  0    

Job Dimensions:

• Customer Satisfaction
• Liaison between internal shops and Business Office Customer interface 
• Demand is being met
• Turnaround times are being met for customer demand
• Overall departmental goals are met. Including P&Ls, inventory demand, on time deliveries. To drive overall customer satisfaction and grow business.

Nature of Contacts:

•   Involved Communication on a daily basis with internal and external parties

Physical Requirements:  

• Onsite or remote:  99 Onsite
• Vision: able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings.   Daily
• Hearing: able to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms.   Daily
• Speaking:  able to speak in conversations and meetings, deliver information and participate in communications.   Daily
• Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts.   Daily
• Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs.   Minimally
• Lifting:  able to lift 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 the 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 the production floor.  Regularly
• Travel:  able to travel independently and at short notice.  Very minimal amount if at all
• 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
• Administrative position only PPE required: Steel-toed shoes are required for all shop floor visits, appropriate hearing/eye protection may also be required when visiting the shop floor.

Equal Opportunity:

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status

As a leader in our field, Airbus Helicopters, Inc. provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.  

As a matter of policy, Airbus Helicopters, Inc. does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.

Airbus Helicopters, Inc. does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.

NOTE:  Airbus Helicopters, Inc. reserves the right to revise or change job duties and responsibilities as the need arises.  This position description does not constitute a written or implied contract of employment.

Job Description Approval

Department Approval:                                                                                                       Date:

HR Approval: Compensation Department                                                                     Date:

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Employment Type:

Experience Level:

Remote Type:

Job Family:

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Job Posting End Date: 04.15.2024

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Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.

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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom&64;airbus.com.