Customer Service Representative

Job description

Airbus is committed to providing reasonable accommodations as an Equal Opportunity Employer to applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us at USCareers@airbus.com

·  Notice: Know Your Rights: Workplace Discrimination is Illegal
·  Notice: Pay Transparency Nondiscrimination (English)
·  Aviso: Transparencia en el Pago No Discriminación (Spanish)

Job Description:

Position Summary:  Interpret customer order and delivery requirements, enter orders, and follow-up as necessary, ensuring customer fulfilment of orders are within company policy guidelines. Communicate with customers on a daily basis regarding resolution of their order, delivery or account problems. Monitor customer orders placed electronically for timely processing fulfillment. Utilize problem solving skills to help customers through their day to day requirements.

Primary Responsibilities:

Customer Support: 45%

·  Receive customer orders via email, phone and fax
·  Interpret orders on receipt and key entry accordingly.
·  Administer necessary forms and documents for rentals, exchanges, customer repairs, and Power by the Hour.
·  Sell and promote items identified as part of promotional programs and work closely with every customer to establish additional sales opportunities.
·  Periodically analyze and monitor customer sales activity for trends and advise management accordingly.
·  Assess and develop solutions to routine problems encountered daily
·  Participate in activities to enhance systems and business processes as assigned.
·  This position description is not intended to be all-inclusive and the employee will also perform other tasks as assigned

Communication: 45%

·  Daily management of ZSDTRP report
·  Record and log customer complaints 
·  Prepare and distribute customer activity reports
·  Requires ability to communicate effectively verbally and in written form
·  Advise customer of priority and freight options as necessary to ensure delivery on time.
·  Counsel with customers and communicate with other functional areas for technical assistance as required.
·  Provide customer order status as requested, and coordinate with the warehouse and shipping when required
·  Build a positive rapport and relationship with every customer, constantly soliciting ways to improve customer support, or increased sales
·  Counsel with customers and communicate with other functional areas for technical assistance as required

Additional Responsibilities: 10%

·  This position description is not intended to be all-inclusive and the employee will also perform other tasks as assigned.

Qualified Experience / Skills / Training:  
Education:
Required:

·  High school diploma or equivalent

Preferred:

·  Associates degree or equivalent work experience

Experience:
Required:

·  Minimum three (3) years’ experience in logistics, technical, or customer support areas 
·  Or minimum one (1) year experience working at Airbus in a position working with aviation parts.  

Preferred:

·  2 years SAP experience (preferably in Sales & Distribution (SD), Customer Service (CS) or Procurement)
·  Six Sigma

Licensure/Certifications:

Required:

·  None

Preferred:

·  A&P License, may be substituted for 3 years’ experience

Knowledge, Skills, Demonstrated Capabilities:
Required:

·  Microsoft Outlook and Office 
·  Strong organizational skills 
·  Demonstrate the ability to work in a fast paced demanding environment 
·  Strong Communication Skills 

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):

·  Requires ability to communicate effectively verbally and in written form

Technical Systems Proficiency:

·  SAP
·  Microsoft Word, Office, and Excel

Travel Required: 

·  0-10% Domestic and International may be expected

Citizenship:

Clearance:

Decision Making, Complexity:

Organizational information:
This position reports to Customer Support Manager

Direct Reports :     

Exempt : 0
            Non-exempt : 0

Job Dimensions, Contributions to Success:

·  Meet/Exceed customer satisfaction
·  Provide quality customer service
·  Data entry

Nature of Contacts:

·  Communication on a  Basis with 

Physical Requirements:

·  Onsite: 90-100%
·  Vision: able to see and read computer screen and other electronic equipment with screens, able to read documents, reports and engineering drawings daily.  
·  Hearing: able to hear to participate in conversations in person and via teleconference or phone and to hear sounds on 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 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 daily
·  Travel:  able to travel independently and at short notice daily
·  Walking (include routine walking such as to a shared printer to retrieve documents):  100% able to walk through office and production areas including uneven surfaces.
·  Personal Protective Equipment required:  Occasionally may be required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection if 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.

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:
Airbus Helicopters, Inc.

Employment Type:
Permanent

Experience Level:
Professional

Remote Type:
On-site

Job Family:
Material Support & services

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Job Posting End Date: 07.07.2025

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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.

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
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@airbus.com .