MRO Customer Experience Representative
| Company | Airbus |
|---|---|
| Location | Grand Prairie, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- High School Diploma or equivalent experience
- Minimum five (5) years in customer support or MRO
- Microsoft Office Suite Products
- SAP experience
- Microsoft Excel analytical skills
- Ability to understand financial statements
- Authorized to work in the US
Responsibilities
- Create customer sales orders, initiate work orders and data input for monitoring W/O status
- Close work orders and sales orders after delivery
- Accept Easy orders received through customer portal
- Maintain shop warranty claims are within company guidelines. Report finding to management
- Ensure customer agreements/contracts are in line with company directives
- Interface with CSR for Exchange (warranty, PBH, standard) orders
- Interface with CSM/ Sales Managers to promote and sell MRO services
- Coordinate with Accounting/Finance to insure customers have sufficient credit approval and credit limits
- 100 % replies to all customer for MRO related requests
- Deliver parts per assigned targets
- Administer necessary forms to facilitate repair and exchange transactions
- Handle routine customer discrepancies, disputes, and warranty requests
- Advise customers of freight options as necessary to ensure on time delivery, communicating tracking info
- Offer exchanges for units when necessary
- Provide advance exchanges when requested
- Maintain and update WIP report
- Notify customers of shipment tracking AWB
- Create SAP Delivery, Pick, Pack, and Post Goods Delivery transactions
- Collect end-user statements for export compliance
- Create/Print SAP Delivery notes & TF documents
- Maintain pricing policy and perform Price/Cost analysis
- Develop, maintain and adhere to yearly MRO catalogue
- Prepare the quotation for all MRO areas and deliver quotation within the target lead-time
- Track status of customer quotes to obtain approval within 5 calendar days
- Assist in RFP/RFQ process
- Create/Prepare billing for all customer owned activity
- Create invoice/credits in accordance with pricing agreements
- Assist Accounting/Finance with invoice creation/follow-up
- Issue credits/debits as required
- Support accounting to reach account & receivables target
- Challenge/Agree on Scheduling/Planning with Shops in accordance with customer priorities
- Communicate an updated delivery dates to customers and guarantee 95% OTD
Preferred Qualifications
- Bachelor degree in associated field
- SAP experience in SD, MM, WM or SD environment
- Experience with Dynamic Components (engines, crankshafts, pistons, etc)
- Six Sigma Green belt