AOG Logistics Agent, CRC

at  Collins Aerospace

QUALIFICATIONS:

• Bachelor’s Degree and minimum 5 years relevant experience
• Experience in resolving customer complaints and problems
• MS Outlook, Excel, PowerPoint, Word proficient
• Strong numerical, written, and verbal communication and reasoning skills
• Experience analyzing and troubleshooting challenging and uncommon scenarios
• Ability to manage time-sensitive and high-pressure situations without supervision
• Aerospace or manufacturing industry experience
• SAP experience
• Salesforce experience is a plus
  Collins Aerospace, an RTX company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market.
  At Collins Aerospace, our customers are at the core of our business. And meeting each of their unique needs is the key to our success. The Customer & Account Management organization plays a critical role at Collins Aerospace both internally and externally. We provide executive-level support to major original equipment manufacturers and defense customers, and support our Strategic Business Units (SBUs) by augmenting key relationships and maintaining an excellent customer experience. Internally, we develop and support our SBUs by strategically planning and capturing future growth opportunities while ensuring customer satisfaction. If you want to advance your career while contributing to a vision that helps our customers redefine the aerospace industry, then consider landing here!

POSITION ROLE TYPE:

Unspecified
CRC IATA II AOG Logistics Agent
The Collins Aerospace Customer Response Center, commonly known as the CRC, is a 24 hours per day, 365 days per year global operation. The center is dedicated to the resolution of aircraft on ground, critical spares and technical support requirements for the global customers of Collins Aerospace. The CRC has established a 24/7 customer service help desk that not only tracks and resolves operator issues, but also provides a single data collection point for component performance trends. The main customer service help desk of the CRC is effectively split in to two functional teams: a Technical team and an AOG Logistics team. The AOG logistics team is split into 10, 2 person shift teams. This position is for the regional leader for IATA II (2 shift teams).

PRIMARY RESPONSIBILITIES

The role of the CRC IATA II AOG Logistics agent is as follows:

• Role Type: Hybrid (Onsite 3 days/week)
• Available Shifts: (Non-Traditional Working Days): Tuesday – Saturday, Thursday – Monday and Saturday – Wednesday
• Support the IATA II Logistics team’s Case Management process and drive flawless execution to meet customer commitments in a consistent, repeatable manner.
• Ability to communicate effectively and professionally with customers. Digest large amounts of data quickly, deal with ambiguity, be decision-oriented, a quick learner and open minded
• Manage and resolve inbound Aircraft on Ground (AOG) and critical part demand for a variety of Collins Aerospace customers worldwide
• Process and monitor all customer issues and concerns, from initiation to closure using a combination of CRM and ERP systems
• Follow-up with customers on all issues and cases while maintaining strong customer relationships
• Work closely with various departments within the organization to ensure required information and support is provided to resolve customer issues
• Ensuring all necessary flow-downs to supply chain, shipping, quality, and other stakeholders are communicated timely and accurately
• Achieve all key performance indicators and achieve best in class performance
• Participate in continuous improvement initiatives
• Responsible for small projects as directed and guided by management and senior colleagues by applying knowledge and experience from previous roles
• Must have aerospace experience
• Promote an inclusive, engaging, & rewarding work environment including:
• Attend off shift team & organization wide meetings (e.g., staff meeting, 1:1 with manager, performance connect discussions around skills development and growth discussions, cross-IATA “Coffee Chats”)
• Work respectfully across multiple cultures and countries