Description:
Reporting directly to the Customer Support Supervisor the CSR is part of a team dedicated to Airbus Helicopters Canada after sales services. The CSR has direct daily contact with their customers for their after sales needs related to:
- Repair & Overhaul Orders (dynamic components, blades, other)
- Rental & Exchange Orders (dynamic components, blades, tools other)
- Airbus Helicopters Option Sales (STC)
- Spares Part Orders (Quoting, Order Management, Returns, etc.)
- Warranty Claims & Orders
- Airbus Helicopters Canada Support and Service Requests
The CSR will be responsible for a predetermined list of accounts; they will prepare weekly reports and communications for the top 10 performers in terms of volume. They will be responsible to know what activities are in the portfolio, in terms of open sales, request, services, billings, warranties, and repair/exchange actions for all of their customers.
They will be responsible to ensure deliveries on time by monitoring all incoming/outgoing products and organizing in house with stakeholder and internal vendors.
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 (mobile phone/laptop) enabling on-call access to respond to urgent customer calls after regular business hours/on weekends. Each rotation is 7 days.
MAIN RESPONSIBILITIES
Repair and Overhaul Services
- The CSR will be the 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, turnaround times, provide quotations and prepare timely shipments/invoicing
- Ensure all information flows to the appropriate internal department and ensure paperwork, 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 are invoiced
- Generate Invoice/debits for flight hours on rental units, damages or overages
Spare 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.
- Process the sale by entering the appropriate information into SAP and interface with the departments outlined in contact section
- As required, complete and dispatch NCRs for non-conforming parts received by customers and RMAs to authorize returns, generating credits when needed
- Track, daily, weekly, monthly open orders, backorders,
- Provide alternative part numbers/solution or escalation if needed
- Work with your customers to communicate on the value and advantage of providing forecasted orders and proactively manage customer order priority through discussion/negotiation
- Ensure all information flows to the appropriate internal department and ensure paperwork, quotes; purchase and sales orders etc. are duly filled and archived