Customer Service Representative (Air Methods)

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 [email protected]

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

Job Description:

Job Summary:  Interpret customer order and delivery requirements, enter orders, and follow-up as necessary, ensuring fulfillment 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 for timely processing fulfillment. Apply 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 customers to establish additional sales opportunities.
• Periodically analyze and monitor customer sales activity for trends and update management accordingly.
• Assess and develop solutions to routine problems encountered daily
• Participate in activities to enhance systems and business processes as assigned.
• Lead and attend meetings with various internal departments. Challenge areas to meet contractual demands

Communication:  45%

• Daily management of ZSDTRP report
• Record and log customer complaints
• Prepare and distribute customer activity reports
• Communicate effectively, both verbally and in written form
• Recommend priority and freight options to customers as needed to ensure delivery on time.
• Provide customers 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 customers and connect with other functional areas for technical assistance as required
• Communicate MRO statuses
• Maintain appropriate lines of business for order entry

Additional Responsibilities:   10%

Other duties as assigned:       

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

Qualified Experience and Training:   

Education:

Required

• High school graduate or equivalent

Preferred

• Associates degree or equivalent work experience

Experience:

Required

• Minimum three (3) years’ experience in logistics, technical, or customer support areas
• Or a minimum of one (1) year experience 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 2 years of experience

Travel Required:

• 0-10% Domestic and International may be expected

Citizenship:

•  Authorized to Work in the US

Clearance:

• None

Qualified Skills: 

Knowledge, Skills, Demonstrated Capabilities:

Required

• Strong Microsoft Office or Google Workplace skills
• Strong organizational skills
• Proven track record of working in a fast paced demanding environment
• Strong interpersonal skills

Preferred

•   None

Communication Skills:

Required:

• Ability to communicate effectively in verbal and written form in English
• Able to communicate effectively with external and internal contacts, both verbally and in written form (English)

Preferred:

• None

Technical Systems Proficiency:

Required:

• SAP
• Microsoft Word, Office, and Excel

Preferred:

• None

Complexity of the Role:

Level of Decision Making:

• This role is the front face to AHI customers. Ownership is key to meeting customer demand.
• Decisions made every day on where to find needed parts and proper methods for shipping to meet customer demands

Organizational information:

• This position reports to Sr. Manager Customer Logistics

Direct Reports:

Is this a people manager?  

# of Exempt Reports:  0    

                # of Non-exempt Reports:  0    

Job Dimensions:

• Meet/Exceed customer satisfaction
• Provide quality customer service
• Data entry
• Customer appreciation

Nature of Contacts:

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

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.

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:

Airbus Helicopters, Inc.

Employment Type:

US – Direct Hire

Experience Level:

Professional

Remote Type:

On-site

Job Family:

Customer Eng.&Technical Support&Services

——

Job Posting End Date: 05.10.2024

——

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 [email protected].