Customer Response Center Logistics Agent

2 weeks ago

Windsor Locks, United States Raytheon Technologies Full time
Date Posted:
2024-08-13
Country:
United States of America
Location:
01: Building 01 Windsor Locks One Hamilton Road, Windsor Locks, CT, 06096 USA
Position Role Type:
Remote

Do you pride yourself on delivering exceptional service and support? We are looking for a skilled Logistics Agent to join our team in the Collins Aerospace Customer Response Center (CRC), a 24/7 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 customer service help desk 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 Aircraft on Ground (AOG) Logistics team. The ideal candidate is a compassionate communicator with a knack for problem-solving and a dedication to customer satisfaction.

Shift Details: Saturday - Wednesday 6:00am-2:30pm EST

What You Will Do:
  • Support the IATA I Logistics team's Case Management process and drive flawless execution to meet customer commitments in a consistent, repeatable manner
  • Digest large amounts of data quickly, deal with ambiguity, be decision-oriented, a quick learner and open minded
  • Communicate effectively and professionally with customers.
  • 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
  • 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
What You Will Learn:
  • Gain in-depth knowledge about the business products, service offerings and overall industry
  • Creative problem solving to complex customer issues
  • How to proactively react to and accommodate customer needs immediately and situationally
Qualifications You Must Have:
  • Typically requires a University Degree and minimum 2 years of prior relevant experience or an Advanced Degree in a related field or in absence of a degree, 6 years of relevant experience
  • Must be authorized to work in the U.S. without sponsorship now or in the future. Collins Aerospace will not offer sponsorship for this position
  • Experience in resolving customer complaints and problems
  • Experience with MS Outlook, Excel, PowerPoint, Word
Qualifications We Prefer:
  • Hybrid work to Windsor Locks, CT preferred (3 days a week)
  • Aerospace or manufacturing industry experience
  • 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
  • SAP experience
  • Salesforce experience
  • Proven customer orientation and the ability to manage different situations
What We Offer:

Some of our competitive benefits package includes:
  • Medical, dental, and vision insurance
  • Three weeks of vacation for newly hired employees
  • Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
  • Tuition reimbursement program
  • Student Loan Repayment Program
  • Life insurance and disability coverage
  • Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
  • Birth, adoption, parental leave benefits
  • Ovia Health, fertility, and family planning
  • Adoption Assistance
  • Autism Benefit
  • Employee Assistance Plan, including up to 10 free counseling sessions
  • Healthy You Incentives, wellness rewards program
  • Doctor on Demand, virtual doctor visits
  • Bright Horizons, child and elder care services
  • Teladoc Medical Experts, second opinion program
  • And more


Learn More & Apply Now

Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.

#reempowerprogram

This role is also eligible for the Re-Empower Program. The Re-Empower Program helps support talented and committed professionals as they rebuild their capabilities, enhance leadership skills, and continue their professional journey. Over the course of the 14-week program, experienced professionals will gain paid, on-the-job experience, have an opportunity to participate in sessions with leadership, develop personalized plans for success and receive coaching to guide their return-to-work experience. Upon completion of the program, based on performance and contributions participants will be eligible for a career at RTX.

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

*Please ensure the role type (defined below) is appropriate for your needs before applying to this role.

Remote: Employees who are working in Remote roles will work primarily offsite (from home). An employee may be expected to travel to the site location as needed. *Position is remote; however, if you live within a reasonable commute of a Collins site with other colleagues you interact with, your manager will discuss whether there is a degree of onsite presence associated with this role.

At Collins, the paths we pave together lead to limitless possibility. And the bonds we form - with our customers and with each otherpropel us all higher, again and again.

Apply now and be part of the team that's redefining aerospace, every day.

The salary range for this role is 64,000 USD - 128,000 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate's work experience, location, education/training, and key skills.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company's performance.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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