Parts Services Coordinator

4 weeks ago

Greensboro, United States Honda Aircraft Company Full time

Job Summary:

The Customer Service Representative - Parts Services is the primary point of contact for all materials needs at Honda Aircraft Company. This role communicates with customers and authorized service centers via phone or email, and processes all materials/core returns for the HondaJet world-wide customer base and HondaJet service network.

Key Responsibilities:

  1. Functions as the first line of communication for all materials requirements, ensuring timely and efficient responses to customer inquiries.
  2. Receives, reviews, and processes all quotations and sales orders from customers, prioritizing orders to meet customer needs and accurately entering parts orders within the ERP (SAP) database.
  3. Manages the core return process from end to end with customers and the HondaJet service network, accurately tracking return orders and RMA requests to ensure timely return of all parts identified for core return.
  4. Maintains processes to monitor order status up to final return of all cores from customers, coordinating with internal teams to address any matters of concern that will impact core returns.
  5. Supports material return and financial account reconciliation efforts, notifying customers of outstanding returns and taking action to invoice per established terms and conditions.
  6. Supports daily review of aircraft status meetings and represents the Parts Services organization by providing the latest order status.
  7. Trains and guides customers to use the company online portal for submitting orders, quotes, and returns.
  8. Tracks and presents department metrics monthly to leadership team, performing ad-hoc research regarding core return transactions and presenting during meetings as requested.
  9. Provides 24/7 operational parts support, with duty rotation occurring outside standard business hours.

Requirements:

  1. Associates degree or 2+ years of related Customer Service experience in a fast-paced environment is required.
  2. Experience in the Aviation/Aerospace parts field is preferred.

Skills and Abilities:

  1. Excellent Customer Service skills, including listening, oral and written communication, attention to detail, and responsiveness to customer needs.
  2. Strong ability to balance conflicting priorities, multitask projects/duties, and continuously reassess and reprioritize projects based upon customer/business needs.
  3. Strong interpersonal skills, with the ability to interact with all levels of the organization and customers.
  4. Parts catalog/blueprint review skill set is desired.
  5. Strong analytical and effective decision-making skills.
  6. Ability to multitask, remain organized, and flexible.
  7. Must have the ability to work a flexible schedule and overtime when needed.
  8. Experience with Microsoft Office is required.

Physical Requirements:

  1. Incumbents may be routinely exposed to equipment operational noise, heat, cold, dust, and/or aircraft equipment, parts, or fuel odors.
  2. Incumbents may be required to stand, sit, squat, walk, bend, move, reach, or stretch for prolonged time periods with no restrictions, as required by job duties.
  3. Work in a safe and professional manner while adhering to all regulatory requirements (FAA, OSHA, DOT, EPA, State, and Federal regulations, etc.).
  4. Read, hear, speak, and see with no restrictions, as required by job duties.
  5. Comprehend and adhere to management directions and/or safety instructions with no restrictions.
  6. Effectively communicate in Business English language.
  7. Pull, push, carry, lift, or move items up to 10 lbs. throughout the work shift without assistance, as required by job duties.
  8. Pull, push, carry, lift, or move materials/people/items/equipment weighing up to 50lbs or more during the work shift, with the use of Company provided 'reach assistance technology' or 'movement assist technology' (fork-lifts, pallet jacks, pulleys, dolly's, robotics reach equipment, people movers, etc.), as required by job duties.

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