Senior Customer Support Representative

Job Description:

WE’RE LOOKING FOR A 

SENIOR CUSTOMER SUPPORT REPRESENTATIVE

POSITION LOCATION: FORT ERIE, ONTARIO

Reporting directly to the Customer Logistic Manager(s) the Senior Customer Support Representative (Sr. CSR) is a key leader and subject matter expert within the team dedicated to Airbus Helicopter Canada’s (AHCA) after-sales services. The Sr. CSR not only manages a portfolio of key strategic accounts but also acts as a primary escalation point and mentor for the customer support team. They have direct daily contact with customers for all their after-sales needs, including:

• 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 Sr. CSR will be responsible for managing a predetermined list of strategic accounts and will analyze performance metrics to prepare insightful weekly reports and communications. You will proactively oversee the entire portfolio of activities for their customers, including warranty claim, sales order requests, services, billing, and repair/exchange actions, and provide guidance to junior team members on portfolio management.

The Sr. CSR takes a leading role in ensuring on-time deliveries by identifying and resolving bottlenecks, collaborating with stakeholders, and improving internal processes. 

As a seasoned professional, the Sr. CSR is a critical participant in the 24/7 AOG/on-call rotation, often handling the most complex situations and providing support to other team members on call. 

MAIN RESPONSIBILITIES

Leadership & Strategic Contributions

• Act as a mentor for new and junior CSRs. providing guidance on processes, systems (SAP/CRM), and best practices for customer interaction.

• Proactively identify inefficiencies in current workflows and lead continuous improvement projects to enhance service quality, efficiency, and customer satisfaction.

• Serve as the primary point of contact for the team’s most complex or sensitive customer escalations, taking ownership to drive them to a successful resolution. 

• Act as a key liaison between the customer support office and other departments (Technical Support, Logistics, Finance), ensuring seamless collaboration on high-priority customer issues.

Repair & Overhaul Services

• Serve as a subject matter expert on all Repair and Overhaul (R&O) service offerings, advising customers on the most cost-effective and strategic solutions to meet their needs.

• Manage the end-to-end transaction, from preparing RMAs and providing accurate quotations to tracking component movements and ensuring timely invoicing, with minimal supervision.

• Independently negotiate and execute contractual agreements for exchange and rental equipment.

• Lead the effort to track and monitor incoming exchange cores, ensuring timely follow-up and accurate ceiling for any late fees or overages.  

Spare Sales, Option Sales

• Independently manage the sales cycle for spares and options, from translating complex client needs into accurate quotes to processing orders in SAP. 

• Take the lead in resolving issues with non-conforming parts (NCRs) and returns (RMAs), ensuring swift action and credit processing.

• Analyze open order and backorder trends to provide customers with strategic advice on forecasted orders and proactively manage order priorities across the customer base. 

• Identify and report on up-sell and cross-sell opportunities to drive business growth. 

Warranty

• Lead the preliminary review of warranty claims, making authoritative recommendations on claim validity based on a thorough analysis of aircraft history, usage, and standard conditions.

• Skillfully assess and communicate business alternatives to warranty claims, guiding customers toward rentals, repairs, or spare sales as appropriate to minimize aircraft downtime. 

AOG Duties

• Lead the response to critical AOG situations, coordinating cross-functional teams to devise and execute rapid recovery plans, which may include stock searches, escalations, or cannibalizations.

• Provide guidance and support to junior team members during their AOG rotations, acting as a point of escalation for after-hours emergencies. 

Customer Feedback & Continuous Improvement

• Own the customer complaint and escalation process from initiation to resolution. Drive root cause analysis for recurring issues and present findings and proposed solutions to management.

• Lead and execute continuous improvement projects and actively contribute to SQCDP meetings with data-driven insights. 

Education

• University Degree or College Diploma in Business Administration or related field (or equivalent experience)

Experience

• Experience using and ERP/MRP system an asset (SAP).

• CRM (Salesforce) experience an asset.

• 3-5 years of customer support/account management experience is required.

• Interest and/or experience working in the Aviation industry is preferred.

Knowledge, Skills and Abilities

• Intermediate computer skills.

• Working knowledge of fax, scanners, and printers required.

• Ability to multi-task and set priorities.

• Ability to interface with other departments/colleagues to identify solutions. 

• Effective professional communication skills.

• Accuracy in data entry and paperwork.

• Strong problem solving ability.

• Willingness to learn/develop new skills.

• Excellent organizational and time management skills.

• Exceptional attention to detail.

• Ability to work independently under general supervision.

• Excellent ability to adapt to new situations.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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