Customer Support Representative

1 month ago

Fort Erie, Ontario, Canada airbus Full time
Job Description:

Job Summary:

Airbus Helicopters Canada is seeking a highly skilled and experienced Customer Support Representative to join our team. As a key member of our Commercial Office, you will be responsible for providing exceptional customer service and support to our customers, ensuring their needs are met and exceeded.

Main Responsibilities:

Repair and Overhaul Services:

  • Provide single-point-of-contact for customer transactions, ensuring customer satisfaction and resolving issues in a timely manner.
  • Evaluate customer needs and propose various Airbus Helicopters R&O service offerings, including repair, overhaul, exchange, and rental.
  • Prepare RMAs, provide estimated pricing, turnaround times, and quotations, and ensure timely shipments and invoicing.
  • Ensure all information flows to the appropriate internal departments and ensure paperwork, quotes, and purchase and sales orders are duly filled and archived.

Spare Sales, Option Sales:

  • Discuss client needs and translate them into quotes and sales orders, working with technical representatives as needed.
  • Process sales by entering information into SAP and interfacing with departments outlined in contact section.
  • Complete and dispatch NCRs for non-conforming parts received by customers and RMAs to authorize returns, generating credits when needed.
  • Track open orders, backorders, and provide alternative part numbers or solutions as needed.

Support and Service Requests:

  • Create or act upon service requests from customers, requiring solutions or services from Airbus Helicopters Canada or its parent company.
  • Quote, track, and invoice services, using Sales orders (SAP) and Return Material Authorization (RMA) notifications.

Warranty:

  • Provide single-point-of-contact for customer warranty claims, ensuring customer satisfaction and resolving issues in a timely manner.
  • Conduct preliminary review of warranty claims for validity, accuracy, and completeness, working with technical representatives as needed.
  • Review claims for validity, research original sale, history of part, and Aircraft in terms of time, duration, usage, and standard conditions of sale.
  • Complete warranty claim as required, using required tools/CRM per the warranty processing procedure, and forward to the appropriate departments.

Maintaining Systems, Documentation, Files, and Communications:

  • Responsible for keeping databases used in the Customer Support Office up to date, ensuring accuracy of data entry.
  • Customer communication is paramount, with a large portion of time spent updating, phoning, organizing, and assessing with customers.

AOG Duties:

  • Provide urgent same-day solutions when customer's aircraft is grounded, including stock search, alternative parts search, higher assembly searches, network escalation, or possible stock/aircraft cannibalizations.
  • Participate in AOG on-call rotation schedule, consisting of a week shift of 24-hour on-call service, to maintain around-the-clock coverage 365 days a year.

Customer Feedback:

  • Raise complaints and issues to be addressed at the management level to improve customer support.
  • Track the complaint, communicate the progress, and ultimately the closing to the customer.
  • Escalate and manage further actions as needed if the resolution is not satisfactory.

Continuous Improvement:

  • Participate in other projects related to continuous improvement of the processes and procedures of the Commercial Office and Airbus Helicopters as a whole.
  • Attend daily/weekly SQCDP meetings, annual goal initiatives and review, KPI review and participation, and annual learning and training objectives.

Education & Job Requirements:

Education:

  • University Degree or College Diploma in Business Administration.

Experience:

  • Experience using and ERP/MRP system an asset (SAP).
  • CRM (Salesforce) experience an asset.
  • Previous customer support/account management experience is required.

Knowledge, Skills, Demonstrated Capabilities:

  • Intermediate computer skills.
  • Working knowledge of fax, scanners, and printers required.
  • Ability to multi-task and set priorities.
  • Ability to interface with other departments/colleagues to identify solutions.
  • Effective professional communication skills.
  • Accuracy in data entry and paperwork.
  • Strong problem-solving ability.
  • Willingness to learn/develop new skills.
  • Excellent organizational and time management skills.
  • Exceptional attention to detail.
  • Ability to work independently under general supervision.
  • Excellent ability to adapt to new situations.

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