Customer Support Representatives (Afternoons)

What do we offer?

• Competitive salary
  
• Company performance bonus scheme
  
• Pension scheme - up to 10% employer contribution
  
• Private medical insurance
  
• Comprehensive health cash plan
  
• 25 days annual leave + bank holidays
  
• Flexible benefits programme (buy & sell holiday allowance, discounted gym memberships, Maternity/ adoption leave- up to 52 weeks, first 26 weeks at full pay, subsequent 26 at 50% (basic pay) and Paternity/Non-Pregnant Parent/ Co-adopter leave 4 weeks full pay)
  
• Structured training & opportunities to progress
  
• Opportunity to join ERGs (employee resource groups), participate in community projects & much more!
  Working Hours
  
• Monday to Thursday - 12.00 to 21.45
  What Does the Role Look Like?
  We are establishing a new team dedicated to providing aftermarket MRO (Maintenance, Repair & Overhaul) and Spares solutions to our global customers. This team will also support a world-class Customer Response Centre.
  Three specialist teams will be created to deliver:
  
• MRO Administration Services
  
• Spares Ordering Services
  
• A Global Customer Response Centre
  These teams will support our global MRO customer base and collaborate closely with our MRO network in Singapore, Xiamen, Rockford, Monroe, Phoenix, and Miramar.
  We are looking for skilled individuals with experience in aviation aftermarket, particularly in MRO and Spares administration. However, we also welcome candidates with backgrounds in customer relationship management, stakeholder management, and SAP or similar systems.
  As this is a new team, we need dynamic individuals who can help shape the function, ensuring we deliver exceptional service to our military and civil aftermarket customers worldwide.
  We provide full training and development for candidates with the right skills and a solution-focused mindset. You should be comfortable working in ambiguity and capable of supporting and operating within a newly established function.
  While this role follows standard working hours, there may be occasional requirements to provide cover for sickness, holidays, or operational needs. This will not be frequent, and any additional hours will be compensated.
  What Will Your Day-to-Day Responsibilities Look Like?
  
  • Process MRO and Spares order administration.
    
  • Ensure flawless execution of the logistics case management process to meet customer commitments consistently and efficiently.
    
  • Manage orders, quoting, invoicing, and handle customer queries.
    
  • Support customer onboarding onto new systems and manage the customer experience.
    
  • Handle and resolve Aircraft on Ground (AOG) and critical part demand for Actuation Systems customers worldwide.
    
  • Communicate effectively and professionally with customers.
    
  • Track and resolve customer issues using CRM and ERP systems, ensuring a seamless resolution process.
    
  • Follow up with customers, maintaining strong relationships throughout issue resolution.
    
  • Collaborate across various internal departments to ensure accurate information flow and timely support.
    
  • Ensure all necessary updates are communicated promptly to supply chain, shipping, quality, and other key stakeholders.
    
  • Meet and exceed key performance indicators, striving for best-in-class performance.
    
  • Participate in continuous improvement initiatives to enhance service delivery.
    
  • Lead or assist with small projects, applying knowledge and experience from previous roles.
    
  • Promote an inclusive, engaging, and rewarding work environment.
    
  • Attend off-shift team and organisation-wide meetings when required.
    What Will You Bring to the Role?
    Essential Skills:
    
  • Strong customer-focused mindset with a proven track record.
    
  • Exceptional attention to detail.
    
  • Commercial acumen – understanding how B2B transactions work.
    
  • Experience with SAP or similar systems.
    Desirable Skills:
    
  • Previous experience in the aerospace industry.
    
  • Knowledge of IT and analytics.
    
  • Understanding of shipping and logistics operations.
    
  • Experience working with multicultural teams and international customers.
    
  • Ability to resolve customer complaints and problems effectively.
    
  • Proficiency in Microsoft Outlook, Excel, PowerPoint, and Word.
    
  • Strong numerical, written, and verbal communication skills.
    
  • Ability to collaborate respectfully across multiple cultures and countries.
    Key Behaviours:
    
• Ethical and professional conduct.
  
• Excellent interpersonal skills.
  
• Customer-focused approach.
  
• Adaptability and ability to manage ambiguity.
  
• Commercial awareness.
  
• Strong team player.
  About us:
  At Collins Aerospace, we’re working side by side with our customers & partners to dream, design & deliver solutions that redefine the future of our industry. We are part of Raytheon Technologies & provide technologically advanced and intelligent solutions for the global aerospace and defence industry to connect and protect people around the world. We are inventors, we are manufacturers, we work in space exploration, commercial air travel, defence & rescue applications.
  Are you looking to join a dynamic global team that works across the entire Aerospace industry? If yes, get onboard the Collins Aerospace Team & play a part in expanding the opportunities to develop new products & challenge the state of art technology.
  Apply now and be part of the team that’s redefining aerospace, every day!
  Please note that potential candidates will be subject to Baseline Personnel Security Standard (BPSS) and background checks and that project access restrictions may apply to some nationalities