Sr. Customer Service Representative

Company: Airbus
Location: Grand Prairie
Posted on: April 3, 2025

Job Description:

Airbus is committed to providing reasonable accommodations as an Equal Opportunity Employer to applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us at USCareers@airbus.com

* Notice: Know Your Rights: Workplace Discrimination is Illegal
* Notice: Pay Transparency Nondiscrimination (English)
* Aviso: Transparencia en el Pago No Discriminacio--n (Spanish)

Job Description:

Airbus Helicopters is looking for a Sr. Customer Service Representative to join our Customer Support department based in Grand Prairie, TX.

You will be the focal point for internal and external reconciliation, monitoring and expediting of all orders in support of the Army's Contracted Logistics Support (CLS) of the UH-72A Lakota Program, United States Navy Test Pilot School (USNTPS) PBL Support, and all Foreign Military Support programs. You'll also be responsible to ensure all support and services key performance indicator's (KPI's) are met or exceeded with all contractual requirements.

Meet the Team:

The Customer Support team provides aircraft operations support throughout the aircraft's operational life. The team coordinates, implements and monitors all services customized to meet the customer's specific needs, to ensure a positive customer relationship.

Your Working Environment:

A suburb just outside the Dallas-Fort Worth metropolitan area is home to Airbus Helicopters U.S. regional headquarters, where we have more than 1,000 employees. Check out one of the seven professional sports teams that also call Dallas home - you may even see a special, custom Airbus helicopter dedicated to the Dallas Cowboys flying during home games.

How We Care for You:

* Financial Rewards: Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan ("ESOP")


* Work/Life Balance: Paid time off including personal time, holidays and a generous paid parental leave program.


* Health & Welfare: Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan ("EAP") and other supplemental benefit coverages.


* Individual Development: Upskilling and development opportunities through our global Leadership University, including unlimited access to 10,000+ e-learning courses focusing on ways to develop your employability, certifications, career path as well as the opportunity to participate in accelerated development programmes and both national and international mobility.



Your Challenges:

Primary Responsibilities:

Subject Matter Expert: ---30%

* Provides leadership to the Material Management Team on order processing, reconciliation, and expedite in relation to all Military Program requirements.


* Will be a point of escalation for conflict management within the Material Support Team. In addition, coordinates with all AH support functions (Technical Support, DCR, MRO, Supply Chain, Columbus FAL, AHD, etc...) to perform resolution and risk mitigation on topics internalized from the customer.


* Leads the daily RTD (Remain to Deliver) status meeting.



Customer Service Representative: ---20%

* Develop and maintain a comprehensive customer service relationship with the US Army to promote good communication, drive customer satisfaction/improvements, and promote customer efficiency.


* Monitor, maintain, and provide support for all assigned CLS Key Performance Indicators (KPI's) in relation to Fort Rucker to ensure all targets are met or exceeded.


* Responsible to provide daily updates supporting the reconciliation of the Remain to Deliver (RTD) report and participate in the daily RTD meeting.



Logistics Support: ---20%

* Responsible for the receipt, interpretation, and process of all purchase orders accordingly in the customer's parts management software and SAP.


* Responsible for the reconciliation and status update for all customer purchase orders and the coordination of deliveries with any associated warehouses and sub-contractors.


* Monitor demand activity to capture trends to assist in the identification of demand spikes, and enhancement opportunities to stocked inventory


* Organize and prioritize the issue of material by sales order type (SATY) to meet or exceed customer requirements. Provide expedite options and advisement on freight shipment recommendations to deliver material in order to meet customer's operational demands.


* Coordinate with CSR colleagues, Program Logistic Liaisons (PLL's) and Tech Support Team to ensure all customer orders are processed within the departments set KPI.


* Responsible for the coordination of stock transfers within Military Programs


* Provide support on all GFE (Government Furnished Equipment) as it relates to Military Programs



Wide Area Work Flow (WAWF) and Contracts to Cash: ---20%

* Responsible for quoting, processing, expedite, reconciliation, shipping and tracking of all contract modifications or purchase orders for materials in relation to Military Programs.


* Responsible for the submittal of Airway Bill (AWB) information to finance and contracts for invoicing and contractual close-out.



Exclusion, Over and Above, Contracted Field Team Order Processing: ---10%

* Responsible for the processing, reconciliation, and expediting of all purchase requests and purchase orders in relation to over and above' s (O&A's) and Contractor Field Team (CFT) parts and services


* Responsible for the processing, reconciliation, expedite, and tracking of all exclusion orders in relation to Military Programs



Additional Responsibilities:

Other duties as assigned:

* Adhoc reporting as assigned.



Your Boarding Pass:

Required:

* High school diploma or equivalent


* Minimum seven (7) years' experience in customer service or logistics


* Understanding of customer order management and logistics


* A&P License can be substituted for 3 years' experience


* 10% Domestic and International travel involved


* Must be US Person under ITAR definition (U.S. Citizen, green card holder or person covered under our existing ITAR license)


* Professional written and verbal communication.


* Independent planning and organization.


* Working with cross-functional teams and customers in a fast paced environment.


* A high level of integrity and an understanding of the importance of protecting the interests of the company while also assuring customer satisfaction are critical.


* Ability to communicate effectively in verbal and written form in English


* Ability to communicate effectively verbally and in written form for internal and external distribution of correspondence.


* Experience with SAP Software


* Experience with Microsoft Office Suite


* Experience with SharePoint



Preferred:

* Associate or Bachelor's Degree


* Minimum 2 years SAP experience preferred (preferably in Sales & Distribution (SD), Customer Service (CS) or Procurement)


* Logistics or technical support areas preferred, at least one of which in the helicopter/aviation industry


* Computer skills in Microsoft office of Google Suite


* Six Sigma Certification preferred


* A&P License preferred



Physical Requirements:

* Onsite or remote: 90% Onsite


* Vision: able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings. Daily


* Hearing: able to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms. Daily


* Speaking: able to speak in conversations and meetings, deliver information and participate in communications. Daily


* Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts. Daily


* Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs. Daily


* Lifting: able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs. Daily


* Pushing / Pulling: able to push and pull small office furniture and some equipment and tools. Daily


* Sitting: able to sit for long periods of time in meetings, working on the computer. Daily


* Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.


* Standing: able to stand for discussions in offices or on the production floor. Daily


* Travel: able to travel independently and at short notice. Daily


* Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces. Daily


* Personal Protective Equipment required: Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site


* Administrative position only PPE required: Steel-toed shoes are required for all shop floor visits, appropriate hearing/eye protection may also be required when visiting the shop floor.



Ability to work in the US without current, or future, need of visa sponsorship/work authorization is required for this position.

Take your career to a new level and apply online now!

A full job description will be provided to candidates who progress to the interview stage or any candidate upon request.

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, Inc.

Employment Type:

US - Direct Hire

Experience Level:

Professional

Remote Type:

On-site

Job Family:

Material Support & services

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Job Posting End Date: 04.11.2025

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Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.

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 emsom@airbus.com.

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