Experienced MRO Customer Experience Representative – Streamlining MRO Business Processes and Delivering Exceptional Customer Service

At arenaflex, we are committed to providing exceptional customer experiences and delivering high-quality products and services. As a leading player in the aerospace industry, we are seeking an experienced MRO Customer Experience Representative to join our Customer Service Team in Grand Prairie, TX. This is an exciting opportunity to work with a talented team of professionals who share your passion for delivering outstanding customer service and streamlining MRO business processes.

About arenaflex

arenaflex is a global leader in the aerospace industry, with a rich history of innovation and excellence. Our team of experts is dedicated to designing, manufacturing, and servicing the next generation of aircraft. We are committed to providing exceptional customer experiences, delivering high-quality products and services, and fostering a culture of innovation and collaboration.

Job Summary

As an MRO Customer Experience Representative, you will play a critical role in providing internal and external customer support to streamline MRO business processes. You will interface with internal and external customers to provide WIP (Work-in-Progress) status, delivery dates, quotes/estimates, invoices/credits, technical inquiries, and logistical details. You will also be responsible for creating customer sales orders, initiating work orders, and data input for monitoring W/O status.

Key Responsibilities

* Provide internal and external customer support to streamline MRO business processes

• Interface with internal and external customers to provide WIP (Work-in-Progress) status, delivery dates, quotes/estimates, invoices/credits, technical inquiries, and logistical details
• Create customer sales orders, initiate work orders, and data input for monitoring W/O status
• Close work orders and sales orders after delivery
• Accept Easy orders received through customer portal
• Maintain shop warranty claims are within company guidelines. Report finding to management
• Ensure customer agreements/contracts are in line with company directives
• Interface with CSR for Exchange (warranty, PBH, standard) orders
• Interface with CSM/Sales Managers to promote and sell MRO services
• Coordinate with Accounting/Finance to insure customers have sufficient credit approval and credit limits
• 100% replies to all customer for MRO related requests
• Deliver parts per assigned targets
• Administer necessary forms to facilitate repair and exchange transactions
• Handle routine customer discrepancies, disputes, and warranty requests
• Advise customers of freight options as necessary to ensure on-time delivery, communicating tracking info
• Offer exchanges for units when necessary
• Provide advance exchanges when requested
• Maintain and update WIP report
• Notify customers of shipment tracking AWB
• Create SAP Delivery, Pick, Pack, and Post Goods Delivery transactions
• Collect end-user statements for export compliance
• Create/Print SAP Delivery notes & TF documents

Quotes /Estimates / Pricing

* Maintain pricing policy and perform Price/Cost analysis

• Develop, maintain, and adhere to yearly MRO catalogue
• Prepare the quotation for all MRO areas and deliver quotation within the target lead-time
• Track status of customer quotes to obtain approval within 5 calendar days
• Assist in RFP/RFQ process
• Track status of customer quotes to obtain approval within 5 calendar days
• Adhere to all pricing agreements to include but not limited to catalogue pricing, special agreements, service agreements, commercial contacts, government contracts, and Airbus Group policies/procedures

Invoicing / Crediting

* Create/Prepare billing for all customer-owned activity

• Create invoice/credits in accordance with pricing agreements
• Assist Accounting/Finance with invoice creation/follow-up
• Issue credits/debits as required
• Support accounting to reach account & receivables target

Forecast / Scheduling / Planning

* Challenge/Agree on Scheduling/Planning with Shops in accordance with customer priorities

• Communicate an updated delivery dates to customers and guarantee 95% OTD

Requirements

* High School Diploma or equivalent experience

• Minimum five (5) years in customer support or MRO
• Microsoft Office Suite Products
• SAP experience
• Microsoft Excel analytical skills
• Ability to understand financial statements
• Authorized to work in the US

Preferred Education/Skills

* Bachelor degree in associated field

• SAP experience in SD, MM, WM or SD environment
• Experience with Dynamic Components (engines, crankshafts, pistons, etc)
• Six Sigma Green belt

Physical Requirements

* Onsite or remote: 99% 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. Minimally
• Lifting: able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs. Minimally
• Pushing / Pulling: able to push and pull small office furniture and some equipment and tools. Minimally
• 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. Regularly
• Travel: able to travel independently and at short notice. Very minimal amount if at all
• Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces. Regularly
• 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.

Why Join arenaflex?

* Competitive base salary, incentive compensation, and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and support
• Access to cutting-edge technology and resources
• Opportunities for travel and professional development

How to Apply

If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunities Employer

arenaflex is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to diversity and inclusion in the workplace and are an affirmative action employer. We are proud to be an equal opportunity employer and welcome applications from all qualified candidates, regardless of their background, culture, or identity.

Disclaimer

arenaflex is committed to protecting the personal data of its employees and applicants. By submitting your application, you consent to the collection, storage, and processing of your personal data in accordance with our data protection policies.

Note

arenaflex 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. Apply for this job