New Posting - Airbus Helicopters

Customer Service Representative

AIRBUS HELICOPTERS CANADA

Richmond, BC, CANADA

Reporting directly to the Commercial Office Manager, the CSR acts as the customers’ key point of contact for Airbus Helicopters after-sales services and is the main interface between customers and other departments within the company. A friendly, professional and customer focused attitude is a must. The CSR will be a critical thinker who is self-directed, motivated and takes personal ownership to ensure each customer request is answered and actioned promptly and professionally. The ability to remain calm, patient and courteous with customers and colleagues when faced with difficult situations and varying priorities is critical to succeed in this role. The CSR must be well organized as maintaining accurate digital and paper files, initiating timely invoicing and maintaining company databases is essential.

MAIN RESPONSIBILITIES:

 Repair and Overhaul, Blade Shop Services

• You provide the customer with a single point of contact and ensure customer satisfaction is achieved for each transaction.

• Understand AHCA offerings and evaluate customer needs in order 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, turn around times, provide quotations and prepare timely shipments/invoicing.
• Utilize and maintain AHCA quote, exchange/rental & RMA database tools for each transaction 

Spares Sales, Option Sales

• Discuss the client needs and/or customer orders and translate them into quotes and sales orders with the help of the technical representative when needed.
• You process the sale by entering the appropriate information into Cincom and interface with Supply Chain, Programs & Pricing and Warehouse/Shipping.
• As required, complete and dispatch NCRs for non-conforming parts received by customers and RMAs to authorize returns.
• You work with your customers to communicate on the value and advantage of providing forecasted orders and proactively manage customer order priority through discussion/negotiation.

 Warranty

• You provide the customer with a single point of contact and ensure customer satisfaction is achieved by helping him process its warranty claim.
• You conduct a preliminary review warranty claims for warranty period applicability, claim accuracy and completeness with the help of technical representatives if necessary.
• Complete warranty claim as required using required tools/CRM per the warranty processing procedure and forward to the appropriate departments:
• You assess alternatives to warranty claims and communicate them with customer.
• You discuss the client needs and direct them to business alternatives such as rentals, repair and overhaul or spare sale as required.

Other Responsibilities include:

• Maintaining Systems, Documentation and Files
• Rotor Rewards Program Follow-up
• AOG Duties
• Assist with improving customer service based on customer feedback

JOB REQUIREMENTS

• Completion of high school. Business Administration background is preferred.
• Proficient with Microsoft Office software.
• Excellent organizational and time management skills
• Ability to work under pressure and deadlines
• Effective professional communication skills
• Accuracy in data entry and paperwork
• Strong problem solving ability
• Experience using an ERP/MRP system an asset (CINCOM/SAP)
• Bilingual (French/English) an asset

Airbus Helicopters provides 24hr service, 7 days per week. The CSR will be required to participate in the AOG/on-call rotation schedule which is set by the Commercial Office Manager. Upon completion of training, the CSR will be provided tools enabling on-call access to respond to urgent customer calls after regular business hours/on weekends. Each rotation is 7 days.