Customer Service Representative II (contract)

Customer Service Representative II (Contract)

Join a world leader in aviation as a Customer Service Representative II (Contract). This isn't your typical desk job—it is a fast-paced, 360-degree role where you will manage complex tool rentals, coordinate with global supply chains (GSC), and interface directly with technical teams to solve real-world aerospace challenges. We're looking for an SAP-savvy professional with 5+ years of logistics experience (or 3+ years in Airbus aviation) who can turn complex problems into seamless customer experiences. Ready to elevate your career? Apply today.

This position is a temporary (contract) position with no specific time period but could be extended or shortened as needed. Contractors are employed by a 3rd party vendor and placed on assignment to Airbus in America.

From building to servicing the next generation of aerospace, our team focuses on quality, productivity and efficiency. We ensure the highest quality of care and safety is built into each aircraft we assemble and maintain. Our team members make it happen.

A suburb just outside the Dallas-Fort Worth metropolitan area is home to Airbus Helicopters U.S. regional headquarters, where we have more than 1,000 employees. Check out one of the seven professional sports teams that also call Dallas home - you may even see a special, custom Airbus helicopter dedicated to the Dallas Cowboys flying during home games.

Your Challenges:

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

Your Boarding Pass:

• Be a high school graduate or equivalent
• Minimum five (5) years' experience in logistics, technical, or customer support areas
• ---OR---
• A minimum of three (3) year experience at Airbus in a position working with aviation parts.
• Strong Microsoft Office or Google Workplace skills
• SAP (or other ERP System Knowledge)

Preferred Education/Skills:

• Associates degree or equivalent work experience
• 2 years SAP experience (preferably in Sales & Distribution (SD), Customer Service (CS) or Procurement)
• Six Sigma
• A&P License may be substituted for 2 years of experience
• Airbus Software solutions; Hyperion, WebTEK, Airbus World

Travel Required:

• 0-10% Domestic and International may be expected

Citizenship:

• Authorized to Work in the US without current or future need for visa sponsorship

Physical Requirements:

• Onsite or remote: 90-100% 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. Daily
• Lifting: able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs.
• Pushing / Pulling: able to push and pull small office furniture and some equipment and tools. Daily
• 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. Daily
• Travel: able to travel independently and at short notice. Daily
• Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces. 100%
• 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.

Airbus Helicopters, Inc.

Employment Type: Agency / Temporary

Experience Level: Professional

Remote Type: On-site

Job Family: Material Support & services <JF-CS-MS>