Senior Analyst, Customer Service (Remote) - Aircraft on Ground (AOG) Logistics Expert Needed for 24/7 Global Customer Support Role at Collins Aerospace, USA

Join the Team Redefining Aerospace at Collins Aerospace, an RTX Company

Collins Aerospace, a leader in the global aerospace and defense industry, is seeking a highly skilled Senior Analyst, Customer Service to join its Customer Response Center (CRC) team on a remote basis in the USA. As a critical member of the AOG Logistics team, you will play a pivotal role in managing and resolving inbound Aircraft on Ground (AOG) and critical part demands for a diverse range of Collins Aerospace customers worldwide.

About the Customer Response Center (CRC)

The CRC operates 24 hours a day, 365 days a year, providing around-the-clock customer service and technical support. The center is divided into two main functional teams: a Technical team and an AOG Logistics team, both working in a 12-hour shift rotation to ensure seamless 24/7 operations. As a Senior Analyst, Customer Service, you will be part of the AOG Logistics team, working on a rotating shift schedule that includes three 12-hour day shifts followed by three days off, and then three 12-hour night shifts followed by six days off.

Primary Responsibilities

• Manage and resolve inbound Aircraft on Ground (AOG) and critical part demands for Collins Aerospace customers globally.
• Process and monitor customer issues and concerns from initiation to closure using CRM and ERP systems.
• Maintain strong customer relationships through proactive follow-up on all issues and cases.
• Collaborate with internal organizations to ensure timely resolution of customer issues.
• Achieve key performance indicators and strive for best-in-class performance.
• Undertake small projects as directed by management and senior colleagues, applying knowledge and experience gained from previous roles.
• Travel up to 10% as required.

Essential Qualifications

To be considered for this role, you must have:

• A University Degree and a minimum of 2 years of relevant experience, or an Advanced Degree in a related field.
• In the absence of a degree, 6 years of relevant experience is required.
• At least 2 years of experience in a customer-focused role.
• Authorization to work in the U.S. without sponsorship now or in the future.

Preferred Qualifications

While not mandatory, the following qualifications are highly desirable:

• Experience in analyzing and troubleshooting complex and uncommon scenarios.
• The ability to manage time-sensitive and high-pressure situations independently.
• Aerospace industry experience.
• SAP experience.

Skills and Competencies

To succeed in this role, you will need:

• Excellent customer service and communication skills.
• The ability to work effectively in a fast-paced, dynamic environment.
• Strong problem-solving and analytical skills.
• Proficiency in CRM and ERP systems.
• The capacity to work independently and as part of a team.

Career Growth Opportunities and Learning Benefits

At Collins Aerospace, you will have access to a range of career development opportunities and training programs designed to enhance your skills and knowledge. As a Senior Analyst, Customer Service, you will be able to grow within the company, taking on more challenging roles and responsibilities as you progress in your career.

Work Environment and Company Culture

Collins Aerospace is committed to fostering a culture of diversity and inclusion, where all employees can share their ideas and passions to drive innovation and success. As a remote worker, you will be part of a global team connected through digital tools, allowing you to collaborate with colleagues worldwide.

Compensation, Perks, and Benefits

Collins Aerospace offers a competitive benefits package that includes:

• Medical, dental, and vision insurance.
• Three weeks of vacation for newly hired employees.
• A generous 401(k) plan with employer matching funds and separate employer retirement contribution.
• Tuition reimbursement program.
• Student Loan Repayment Program.
• Life insurance and disability coverage.
• Optional coverages such as pet insurance, home and auto insurance, and more.
• Birth, adoption, and parental leave benefits.
• Ovia Health, fertility, and family planning support.
• Adoption Assistance and 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.

The salary range for this role is $62,000 - $124,000 per year, depending on factors such as role responsibilities, work experience, location, education, and key skills.

Why Join Collins Aerospace?

At Collins Aerospace, you will be part of a team that is redefining aerospace, pushing the boundaries of innovation and excellence. With a commitment to diversity and inclusion, a comprehensive benefits package, and opportunities for career growth and development, this is an exciting opportunity to join a world-leading company.

If you are a motivated and experienced customer service professional looking for a challenging and rewarding role, we encourage you to apply for this Senior Analyst, Customer Service position. Join the team that's redefining aerospace, every day.

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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