Analyst Customer Service- (Global Customer Service)

Date Posted:

2024-08-13

Country:

Philippines

Location:

Lot 18 3rd Street, First Philippine Industrial Park, Tanauan City, Batangas, Philippines

Position Role Type:

Unspecified

Job Responsibilities :

• Assist in generating department work instructions and guidelines.
• Assist training newly hired employees.
• Responsible for maintaining quality and consistency of service by supporting the regional MRO Team with this customer needs.
• Performs duties related to overall customer service
• Provides administrative support focal for Regional MRO Customer Service Manager, including both site-specific tasks and regional activities.
• Confers with customers by telephone, electronically, or in person to resolve moderately to complex inquiries and delivery quality services.
• Adheres to the organization-wide customer service strategy, policies, and procedures concerning customer communication.
• Monitors and responds to MRO customer service metrics.
• AeroRepair – manual entry support for sites not on SAP (acknowledgements, receipts, ship notifications and quotations (Lenexa, Bohemia, Leighton Buzzard, Philippines)
• Communicate all the extracted Lenexa Invoice to the customer both to 2760002 and 27600001.
• Boeing portal management (Bohemia).
• Intercompany portal management (Bohemia).
• Return shipment notifications (Lenexa).
• Open order reporting (sites to be determined)
• Cross-training – general CSR functions (priority Philippines, then Lenexa, and later others as needed).
• Support documentation activities as needed (work instructions, shared file maintenance, etc.)
• Identify and assess customers’ needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team targets (KPI).
• Inform other departments of order requirements and probably order risk .
• Coordinate with internal & external customers Philippine MRO requirements.
• Contribute to team effort by accomplishing related results as needed
• Follow instructions & guidelines set my management.
• Identify and assess customers’ needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods/tools
• Perform other duties as required by departmental procedures.

Qualifications:

• Bachelor’s degree in Business Administration, Business Management, or a related field.
• 3+ years of experience in the Customer Service department as a Customer Service Representative, Customer Service Executive, or a similar role .
• Excellent written and oral communication skills.
• Knowledge of customer service practices and guidelines.
• Good computer skills.
• Displaying a morally right and professional behavior.
• Having strong etiquettes when communicating with clients as well as the team.
• Good time management and organizational skills.
• Ability to handle stressful situations.
• A team player and having the ability to work collaboratively.
• Ability to offer excellent customer service.

Collins Aerospace, a Raytheon Technologies 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!

We make modern flight possible for millions of travelers and our military every second. Our major product lines are on-board virtually every aircraft flying. Be it keeping passengers safe with our emergency power generation systems or creating a positive in-flight experience through reliable cabin pressure controls and quieter engines, Power & Controls focuses on delivering a best-in-class experience to our customers. We hire the top people in the industry. Their ideas drive our performance, and their integrity keeps our customers happy. Join us as we take flight!

Collins Aerospace Diversity & Inclusion Statement:

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.

WE ARE REDEFINING AEROSPACE.

• Please consider the following role type definitions as you apply for this role.

Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products.

Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader.

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. 

Regardless of your role type, collaboration and innovation are critical to our business and all employees will have access to digital tools so they can work with colleagues around the world – and access to Collins sites when their work requires in-person meetings.

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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