Job Title

Job Description WERE LOOKING FOR A CUSTOMER SUPPORT REPRESENTATIVE (TEMPORARY - FULL TIME) Position Location FORT ERIE, ONTARIO Reporting Structure Reporting directly to the Customer Support Supervisor the CSR is part of a team dedicated to Airbus Helicopters Canada aftersales services. The CSR has direct daily contact with customers for their aftersales needs related to Repairs & Overhaul Orders, Rental & Exchange Orders, Warranty Claims & Orders, and Airbus Helicopters Canada Support and Service Requests. Responsibilities Repair and Overhaul Services The CSR will be the single point of contact and ensure customer satisfaction for each transaction. Understand AHCA offerings and evaluate customer needs to propose various Airbus Helicopters R&O service offerings Repair, Overhaul, Exchange, Rental, etc. Prepare RMAs for customer components/blades/equipment, provide estimated repair/overhaul pricing, turnaround times, quotations, and prepare timely shipments/invoicing. Ensure all information flows to the appropriate internal department and that paperwork and quotes are logged for action. Prepare purchase and sales orders, track and follow all customer component movements, and complete billings. Verify credit and obtain deposits where needed. Complete contractual agreements for exchange and rental equipment, verifying information and terms. Track and monitor incoming exchange cores, follow up, ensure late fees are billed and overages invoiced. Generate invoices/debits for flight hours on rental units, damages or overages. Spare Sales, Option Sales Discuss client needs and translate them into quotes and sales orders with the help of the technical representative when needed. Process sales by entering the appropriate information into SAP and interface with the departments outlined in the contact section. Complete and dispatch NCRs for nonconforming parts received by customers and RMAs to authorize returns, generating credits when needed. Track daily, weekly, monthly open orders, backorders. Provide alternative part numbers/solutions or escalation if needed. Work with customers to communicate the value and advantage of forecasted orders and proactively manage customer order priority through discussion/negotiation. Ensure all information flows to the appropriate internal department and that paperwork, quotes, purchase and sales orders etc. are duly filled and archived. Support and Service Requests The CSR will be responsible for creating or acting upon service requests from their customer base. These requests require a solution or service from Airbus Helicopters Canada or its parent company. Create, organize, quote, track and invoice using Sales Orders (SAP), Return Material Authorization (notifications), spreadsheet use, KPI and reporting services ranging from urgent/AOG to annual in nature. Warranty Provide the customer with a single point of contact and ensure satisfaction by processing warranty claims. Conduct a preliminary review of warranty claims for applicability, accuracy and completeness with technical representatives if necessary. Review the claim for validity, research original sale, history of part and aircraft in terms of time, duration, usage and standard conditions of sale. Complete warranty claims using required tools/CRM per the procedure and forward to appropriate departments. Assess alternatives to warranty claims and communicate them with customers. Discuss client needs and direct them to business alternatives such as rentals, repair and overhaul or spare sale as required. Ensure all information flows to the appropriate internal department and that paperwork, quotes, purchase and sales orders etc. are duly filled and archived. Maintaining Systems, Documentation, Files, and Communications Responsible for keeping databases used in the Customer Support Office up to date; accuracy of data entry is paramount. Customer communication is paramount; a large portion of time will be spent updating, phoning, organizing and assessing with customers. AOG Duties Respond to urgent sameday solutions when customers aircraft are grounded, including stock search, alternative parts search, higher assembly searches, network escalation or possible stock/aircraft cannibalizations. These activities supersede daily tasks and may require overtime. Participate in AOG oncall rotation schedule consisting of a week shift of 24hour oncall service to maintain aroundtheclock coverage 365 days a year. Support all customer types, including civil and parapublic such as ambulatory and police services. Customer Feedback Raise complaints and issues to management for resolution and improvement. Track complaints, communicate progress, and close to the customer. If resolution is unsatisfactory, oversee escalation and further actions as needed. Report on sales opportunities, customer information or personnel changes to maintain and record customer account files. Continuous Improvement Participate in projects related to continuous improvement of processes and procedures of the Commercial Office and Airbus Helicopters. Activities include daily/weekly SQCDP meetings, annual goal initiatives and reviews, KPI review, and participation; annual learning and training objectives; customer feedback and reporting. Education University Degree or College Diploma in Business Administration. Experience Experience using an ERP/MRP system (SAP) is an asset. CRM (Salesforce) experience is 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 multitask and set priorities. Ability to interface with other departments/colleagues to identify solutions. Effective professional communication skills. Accuracy in data entry and paperwork. Strong problemsolving ability. Willingness to learn/develop new skills. Excellent organizational and timemanagement skills. Exceptional attention to detail. Ability to work independently under general supervision. Excellent ability to adapt to new situations. 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 Canada Ltd Employment Type Agency / Temporary Experience Level Professional Job Family Customer Eng.& Technical Support& Services EEO Statement 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 . At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking. #J-18808-Ljbffr