Customer Service Senior Analyst

The Collins Aerospace Customer Response Center, commonly known as the CRC, is a 24 hours per day, 365 days per year 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. Both teams operate on a shift structure that enables a seamless 24/7-365 operation. This position will support the AOG logistics team as described below.

Primary Responsibilities:

• 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.
• 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.
• Amenable to work on non-traditional shift schedule and on holidays:
• Friday-Tuesday 1:00pm-9:30pm

Qualifications:

• Bachelor’s Degree or in absence of a degree, 6 years of relevant experience is required.
• 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.
• Reporting, database manipulation and/or VBA is a plus.