Customer Service Analyst

at  Collins Aerospace

BASIC QUALIFICATIONS:

• Bachelor’s degree or at least 6 years of relevant work experience .
• Experience in handling Customer Service in an aerospace or manufacturing would be advantageous.
• Has attention to detail skills
• Has strong planning and organizing skills
• Effective in written & oral communication
• Has experience in Microsoft Office Applications
• Working knowledge of manufacture resource planning (MRP) software would be advantageous
• Flexible to work in shifting schedule

JOB RESPONSIBILITIES:

• Responsible for managing assigned Customer Accounts; between 1-5 Top Tier accounts and up to 100 smaller tiered accounts across 3-10 Interiors product lines.
• Communicating clearly, positively, professionally, and promptly with Customers acting as the Voice of the Customer to internal Suppliers.
• Working closely with Business Development and Field Service depts to support Customer requirements.
• Receiving and processing Customer spares quotations and purchase orders ensuring timely communication is provided back to Customers in terms of pricing, lead time, minimum order quantities and that any amendments required are actioned timely.
• Supporting Customer requests for expedites and Aircraft On Ground (AOG) orders, providing explanations for lead times and/or delivery delays.
• Creating open order book reports for Customers; inclusive of working internally to ensure accurate and meaningful information is being provided, leading regular review calls with Customers where required.
• Collaborating with global business depts. such as Product Data Management, Supply Chain, Operations, Finance, Financial Shared Services, Shipping and Quality to ensure that Customer requests and concerns are resolved.
• Receiving Customer requests for spares related returns (RMA), creating internal tickets, and coordinating with global Quality teams for resolution and communication back to Customers.
• Providing support to Financial Shared Services in aging invoice disputes, Customer set up and invoice distribution.
• Receiving and investigate complaints from Customers, working internally to resolve issues promptly, ensuring all complaints are tracked and are following the proper escalation process.
• Work with Customers and internal teams to support additional material requirements (CFE) or orders on hold due to Engineering requirements.
• Follow internal Global Trade requirements and liaise with Customers for further information where necessary.
• Responsible for creating credit and rebill requests for assigned Customers.
• Participate in continuous improvement activities to create efficiencies in processes or work standard.
• Adheres to and participates in all EHS practices and standards across the site, including but not limited to proactive reporting of observed hazards and recommendations to ensure the safety and wellbeing of self and others.