📍 Job Overview

Job Title: Senior Customer Support Representative
Company: Airbus
Location: Fort Erie, Ontario, Canada
Job Type: Full-Time
Category: Customer Support & Services
Date Posted: 2025-08-01
Experience Level: Entry Level
Remote Status: On-site

🚀 Role Summary

Strategic Account Management: Oversee a portfolio of key strategic accounts, ensuring customer satisfaction and driving business growth.
Leadership & Mentoring: Act as a mentor for new and junior team members, providing guidance on processes, systems, and best practices for customer interaction.
Complex Issue Resolution: Serve as the primary point of contact for the team's most complex or sensitive customer escalations, driving them to a successful resolution.
Continuous Improvement: Proactively identify inefficiencies in current workflows and lead continuous improvement projects to enhance service quality, efficiency, and customer satisfaction.

📝 Enhancement Note: This role requires a strong balance of strategic thinking, leadership skills, and hands-on customer support expertise to excel in a dynamic and challenging environment.

💻 Primary Responsibilities

Leadership & Strategic Contributions

Mentoring & Knowledge Sharing: Act as a mentor for new and junior CSRs, providing guidance on processes, systems (SAP/CRM), and best practices for customer interaction.
Process Improvement: Proactively identify inefficiencies in current workflows and lead continuous improvement projects to enhance service quality, efficiency, and customer satisfaction.
Complex Escalation Management: 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.
Cross-Functional Collaboration: 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 and Overhaul Services

Subject Matter Expertise: 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.
End-to-End Transaction Management: Manage the end-to-end transaction for R&O services, from preparing RMAs and providing accurate quotations to tracking component movements and ensuring timely invoicing, with minimal supervision.
Contract Negotiation: Independently negotiate and execute contractual agreements for exchange and rental equipment.
Incoming Exchange Core Management: Lead the effort to track and monitor incoming exchange cores, ensuring timely follow-up and accurate ceiling for any late fees or overages.

Spares Sales, Option Sales

Sales Cycle Management: Independently manage the sales cycle for spares and options, from translating complex client needs into accurate quotes to processing orders in SAP.
Issue Resolution: Take the lead in resolving issues with non-conforming parts (NCRs) and returns (RMAs), ensuring swift action and credit processing.
Order Prioritization & Forecasting: Analyze open order and backorder trends to provide customers with strategic advice on forecasted orders and proactively manage order priorities across the customer base.
Business Growth Opportunities: Identify and report on up-sell and cross-sell opportunities to drive business growth.

Warranty

Claim Review & Recommendation: 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.
Business Alternatives Assessment: 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

Critical Situation Response: 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.
Junior Team Member Guidance: 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

Complaint & Escalation Management: Own the customer complaint and escalation process from initiation to resolution, driving root cause analysis for recurring issues and presenting findings and proposed solutions to management.
Continuous Improvement Projects: Lead and execute continuous improvement projects and actively contribute to SQCDP meetings with data-driven insights.

🎓 Skills & Qualifications

Education

University Degree or College Diploma in Business Administration.

Experience

3-5 years of customer support or account management experience.
Experience using an ERP/MRP system (SAP) is an asset.
CRM (Salesforce) experience is an asset.
Interest and/or experience working in the Aviation industry is preferred.

Required Skills

Intermediate computer skills.
Working knowledge of fax, scanners, and printers.
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.

Preferred Skills

Proficiency in Microsoft Office 2010 pack.
Proficiency in Google Suite.

📝 Enhancement Note: While not explicitly stated, proficiency in French would be beneficial for this role, given Airbus' global presence and the diverse customer base it serves.

📊 Web Portfolio & Project Requirements

N/A - This role does not require a web portfolio.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be CAD 65,000 - 85,000 per year, based on regional market standards for customer support and account management professionals with 3-5 years of experience in the aviation industry.

Benefits:

Competitive health, dental, and vision insurance plans.
Retirement savings plans with company matching.
Employee assistance programs.
Paid time off and holidays.
Learning and development opportunities.
Employee discounts on Airbus products and services.

Working Hours: This role follows a standard full-time work arrangement, with typical working hours Monday through Friday, 8:00 AM to 5:00 PM. However, the role may require occasional overtime or on-call duties to support AOG situations.

📝 Enhancement Note: The salary range and benefits information provided are estimates based on regional market standards and industry benchmarks for similar roles in the aviation industry. Actual compensation and benefits may vary depending on the candidate's qualifications and the company's internal policies.

🎯 Team & Company Context

🏢 Company Culture

Industry: Airbus operates in the aerospace and defense industry, with a strong focus on innovation, collaboration, and sustainability.

Company Size: Airbus is a large, multinational corporation with a global presence, employing over 130,000 people across 180 sites in 40 countries. This size offers numerous opportunities for career growth and development.

Founded: Airbus was founded in 1970, following the merger of three European aerospace companies. The company has a rich history and a strong commitment to its founding principles of innovation, collaboration, and sustainability.

Team Structure:

The Customer Support & Services team is a critical function within Airbus, responsible for ensuring customer satisfaction and driving business growth.
The team is structured with senior, experienced customer support representatives like the one described in this job listing, who act as mentors and subject matter experts for junior team members.
The team works closely with other departments, including Technical Support, Logistics, Finance, and Sales, to ensure seamless collaboration and high-priority customer issue resolution.

Development Methodology:

The team follows Agile methodologies, with a focus on continuous improvement, customer-centricity, and cross-functional collaboration.
The team uses SAP and CRM systems to manage customer interactions, track performance metrics, and drive continuous improvement initiatives.
The team works closely with other departments to ensure seamless collaboration and high-priority customer issue resolution.

Company Website: Airbus Group

📝 Enhancement Note: Airbus' company culture is characterized by a strong commitment to innovation, collaboration, and sustainability. The company values diversity, inclusion, and work-life balance, offering numerous opportunities for career growth and development.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the senior level within the customer support and account management career path. It requires a high level of expertise, strategic thinking, and leadership skills to excel in a dynamic and challenging environment.

Reporting Structure: The Senior Customer Support Representative reports directly to the Customer Logistic Manager(s) and acts as a mentor and subject matter expert for junior team members within the customer support team.

Technical Impact: This role has a significant impact on customer satisfaction, business growth, and operational efficiency within Airbus' customer support and after-sales services. The Senior Customer Support Representative drives strategic account management, complex issue resolution, and continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.

Growth Opportunities:

Career Progression: With experience and demonstrated success in this role, there are opportunities to progress to managerial or senior leadership positions within the customer support and services function or related areas of the business.
Technical Skill Development: The role offers opportunities to develop expertise in Airbus' products, services, and internal systems, as well as industry-specific knowledge and best practices in customer support and account management.
Leadership & Mentoring: As a mentor and subject matter expert, the Senior Customer Support Representative has the opportunity to develop and refine leadership and coaching skills, driving the growth and development of junior team members.

📝 Enhancement Note: This role offers significant opportunities for career growth and development within Airbus' customer support and services function. With experience and demonstrated success, there are numerous paths for progression to managerial or senior leadership positions, as well as opportunities to develop technical expertise and leadership skills.

🌐 Work Environment

Office Type: Airbus' Fort Erie, Ontario, location is a modern, professional office environment, designed to foster collaboration, innovation, and productivity.

Office Location(s): Fort Erie, Ontario, Canada.

Workspace Context:

Collaborative Workspace: The office features open-plan workspaces, designed to encourage collaboration and communication among team members.
Modern Technology & Tools: The office is equipped with modern technology and tools, including high-speed internet, video conferencing facilities, and state-of-the-art software solutions.
On-Site Amenities: The office offers on-site amenities, such as a cafeteria, fitness center, and outdoor spaces, to support work-life balance and employee well-being.

Work Schedule: This role follows a standard full-time work arrangement, with typical working hours Monday through Friday, 8:00 AM to 5:00 PM. However, the role may require occasional overtime or on-call duties to support AOG situations.

📝 Enhancement Note: Airbus' Fort Erie, Ontario, office offers a modern, collaborative work environment designed to support employee productivity, innovation, and work-life balance. The office is equipped with state-of-the-art technology and tools, and the work schedule is flexible to support the needs of the business and the individual employee.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to assess the candidate's fit for the role and answer any initial questions.
On-Site Interview: A face-to-face interview with the hiring manager and/or team members to discuss the role in more detail, assess the candidate's skills and experience, and explore cultural fit.
Final Interview: A meeting with senior leadership to discuss the candidate's fit for the role, address any remaining questions, and make a final hiring decision.

Portfolio Review Tips: N/A - This role does not require a web portfolio.

Technical Challenge Preparation: N/A - This role does not involve technical challenges or coding exercises.

ATS Keywords: Customer Support, Account Management, Problem Solving, Communication, Leadership, Mentoring, Continuous Improvement, Process Improvement, AOG, SAP, CRM, Aviation Industry, Strategic Account Management, Complex Issue Resolution.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's fit for the position, evaluate their skills and experience, and explore their cultural fit with Airbus. The process involves multiple interviews with hiring managers, team members, and senior leadership to ensure a comprehensive evaluation of the candidate's suitability for the role.

🛠 Technology Stack & Web Infrastructure

N/A - This role does not involve web technology or infrastructure.

👥 Team Culture & Values

Web Development Values:

Customer-Centricity: Airbus places a strong emphasis on customer satisfaction and driving business growth through strategic account management, complex issue resolution, and continuous improvement initiatives.
Innovation & Collaboration: Airbus fosters a culture of innovation and collaboration, encouraging team members to share ideas, learn from one another, and drive continuous improvement.
Integrity & Respect: Airbus values integrity, respect, and professionalism in all interactions with customers, colleagues, and partners.
Sustainability: Airbus is committed to sustainable business practices, with a focus on environmental responsibility, social responsibility, and economic sustainability.

Collaboration Style:

Cross-Functional Collaboration: The customer support team works closely with other departments, including Technical Support, Logistics, Finance, and Sales, to ensure seamless collaboration and high-priority customer issue resolution.
Mentoring & Knowledge Sharing: Senior team members, like the Senior Customer Support Representative, act as mentors and subject matter experts, sharing knowledge and best practices with junior team members to drive their growth and development.
Continuous Learning & Improvement: Airbus fosters a culture of continuous learning and improvement, encouraging team members to develop new skills, share knowledge, and drive process improvement initiatives.

📝 Enhancement Note: Airbus' team culture is characterized by a strong commitment to customer satisfaction, innovation, collaboration, and continuous improvement. The company values integrity, respect, and professionalism in all interactions, and is committed to sustainable business practices.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Strategic Account Management: Managing a portfolio of key strategic accounts requires strong business acumen, strategic thinking, and excellent communication skills to drive customer satisfaction and business growth.
Complex Issue Resolution: Serving as the primary point of contact for the team's most complex or sensitive customer escalations requires exceptional problem-solving skills, resilience, and the ability to think critically and creatively under pressure.
Continuous Improvement: Proactively identifying inefficiencies in current workflows and leading continuous improvement projects requires strong analytical skills, data-driven decision-making, and a commitment to driving change and enhancing service quality, efficiency, and customer satisfaction.

Learning & Development Opportunities:

Career Progression: With experience and demonstrated success in this role, there are opportunities to progress to managerial or senior leadership positions within the customer support and services function or related areas of the business.
Technical Skill Development: The role offers opportunities to develop expertise in Airbus' products, services, and internal systems, as well as industry-specific knowledge and best practices in customer support and account management.
Leadership & Mentoring: As a mentor and subject matter expert, the Senior Customer Support Representative has the opportunity to develop and refine leadership and coaching skills, driving the growth and development of junior team members.

📝 Enhancement Note: This role presents numerous challenges and growth opportunities for the right candidate. With strong business acumen, strategic thinking, and exceptional problem-solving skills, the Senior Customer Support Representative can drive customer satisfaction, business growth, and operational efficiency within Airbus' customer support and after-sales services.

💡 Interview Preparation

Technical Questions:

Strategic Account Management: Questions may focus on the candidate's experience managing strategic accounts, driving customer satisfaction, and business growth.
Complex Issue Resolution: Questions may assess the candidate's problem-solving skills, resilience, and ability to think critically and creatively under pressure.
Continuous Improvement: Questions may evaluate the candidate's analytical skills, data-driven decision-making, and commitment to driving change and enhancing service quality, efficiency, and customer satisfaction.

Company & Culture Questions:

Customer-Centricity: Questions may explore the candidate's understanding of Airbus' commitment to customer satisfaction and driving business growth through strategic account management, complex issue resolution, and continuous improvement initiatives.
Innovation & Collaboration: Questions may assess the candidate's ability to work collaboratively, share ideas, and drive continuous improvement within a dynamic and challenging environment.
Integrity & Respect: Questions may evaluate the candidate's understanding of Airbus' commitment to integrity, respect, and professionalism in all interactions with customers, colleagues, and partners.

Portfolio Presentation Strategy: N/A - This role does not require a web portfolio.