we’re looking for a customer support representative ... · we’re looking for a customer support...
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www.airbushelicopters.ca
We’re looking for a Customer Support Representative Position Location: Fort Erie, Ontario
Reporting to the Manager, Support and Services; the Customer Support Representative (CSR) is the first point of contact for Airbus customers and is responsible for being the customer voice to all internal departments for non-technical issues. The CSR is accountable to coordinate with teams cross functionally to deliver exceptional customer satisfaction for all requests related to the logistics business flow of spare parts, optional equipment/STCs, warranty and maintenance repair & overhaul (MRO) activities for their dedicated accounts. The CSR will be a critical problem solver who is self-directed, highly organized and takes personal ownership of all customer queries to ensure each is answered/actioned promptly and professionally. The CSR must be proficient in developing and maintaining relationships that foster top satisfaction for Airbus customers and act as an extension of the Airbus aftermarket sales team to identify/develop opportunities for the company.
MAIN RESPONSIBILITIES Spare Part & Option Sales:
Verify customer requirements and process customer purchase orders in ERP, send acknowledgements, organize customer order priorities, shipment details/dates to optimize shipment consolidations.
Responsible for the global logistics flow, from order entry in the system until shipment is made available to the customer.
Informs customers regularly on back orders, follow-up on discrepancies.
Generate Return Material Authorizations (RMAs) for returns/NCRs
Utilize CRM/ERP to log non-conformances (NCRs) and communicate to internal stakeholders
Be knowledgeable about Airbus Helicopters Canada options (STCs) and be able to offer quotations, product information and recommendations about optional equipment.
Prepare STC permission letters & liaise with Quality Assurance for optional equipment sales.
Repair, Overhaul, Exchange & Rental Support
Follow-up on past due repair/overhaul quotations. Report any issues or complaints to manager.
Coordinate with Repair & Overhaul shop to identify acceptable exchange units, manage customer demands and forecast upcoming component requirements.
Provide information about Airbus HCare services, TAT and be able to accurately quote, describe and sell the catalogue of services.
Accurate processing of customer orders, RMAs, preparation of rental and exchange agreements.
Understand and fulfill HCare contract requirements for customers operating on various service agreements.
www.airbushelicopters.ca
Warranty Claims
Conduct preliminary review warranty claims for warranty period applicability, claim accuracy and completeness
with the help of technical representatives if necessary
Manage priority replacement of reported warranty items
Customer Complaints/Queries
Evaluate and propose solutions to management to resolve complaints.
*Other responsibilities may be assigned to CSRs as required by Management*
MINIMUM JOB REQUIREMENTS
College Diploma in Business Administration – Operations Management or equivalent
+5 years working in customer service in technical industry. Preference given to candidates with aerospace
background.
Exceptional communication skills – oral and written. Bilingual (French/English) a strong asset.
Friendly, professional and customer focused attitude. Ability to remain calm and courteous with customers in
difficult situations is necessary to thrive in this role.
Strong business math capabilities
Dynamic component documentation knowledge an asset (log cards/CHRs, removal tags)
Understanding of technical subject matter – or demonstrates ability/willingness to learn
Ability to negotiate and advocate for the best interests of the Company and customers
Able to solve complex problems with little supervision/intervention
Able to identify when appropriate to escalate customer issues
High level of organization skills. Proficient with data management & electronic archiving.
CSRs need to be flexible as hours of work may occasionally vary from 7:00 am to 7:00 pm EST. The CSR will also
be required to participate in an on-call rotation schedule.
To apply for this position, please send an up-to-date resume and cover letter to
We would like to thank all applicants, however, only those selected for an interview will be contacted.