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About talentflow
talentflow is a global leader in advanced aerospace solutions, delivering cutting‑edge helicopters, aircraft components, and maintenance, repair, and overhaul (MRO) services to customers worldwide. With a heritage of engineering excellence and a commitment to safety, sustainability, and innovation, talentflow empowers its workforce to shape the future of flight. Our Grand Prairie, Texas hub supports more than 1,000 dedicated professionals who collaborate to ensure every aircraft we touch meets the highest standards of reliability and performance.
Why This Role Matters
As a MRO Customer Experience Representative, you will be the vital link between talentflow’s technical teams and our valued customers. Your expertise will streamline business processes, enhance transparency, and drive satisfaction throughout the entire service lifecycle—from order entry to final invoicing. This position offers a unique blend of customer‑facing interaction, technical acumen, and logistical coordination, making it an ideal opportunity for professionals who thrive on solving complex problems while delivering exceptional service.
Key Responsibilities
Customer Interface & Ordering Process (≈40% of time)
- Create and manage customer sales orders, work orders, and data entry to monitor work‑in‑progress (WIP) status.
- Close work orders and sales orders promptly after delivery, ensuring accurate record‑keeping.
- Process “Easy” orders received through the customer portal, maintaining efficiency and accuracy.
- Validate shop warranty claims against company guidelines and report findings to management.
- Ensure all customer agreements and contracts align with talentflow directives and compliance standards.
- Collaborate with Customer Service Representatives (CSRs) for warranty, PBH, and standard exchange orders.
- Partner with Customer Success Managers and Sales Managers to promote and sell MRO services.
- Coordinate with Accounting/Finance to verify credit approvals and credit limits for each customer.
- Provide 100 % response to all MRO‑related customer inquiries, maintaining a high level of professionalism.
- Deliver parts and services within assigned targets, tracking performance against key metrics.
- Administer necessary forms to facilitate repair and exchange transactions, ensuring compliance.
- Resolve routine customer discrepancies, disputes, and warranty requests with a focus on rapid resolution.
- Advise customers on freight options, communicate tracking information, and guarantee on‑time delivery.
- Offer unit exchanges when required and arrange advance exchanges upon request.
- Maintain and regularly update the WIP report to reflect real‑time status.
- Notify customers of shipment tracking numbers (AWB) and create SAP delivery, pick, pack, and post‑goods‑delivery transactions.
- Collect end‑user statements for export compliance and generate SAP delivery notes and TF documents.
Quotes, Estimates & Pricing (≈30% of time)
- Maintain talentflow pricing policy and conduct thorough price/cost analyses.
- Develop, update, and enforce the yearly MRO catalogue, ensuring accuracy and relevance.
- Prepare quotations for all MRO areas and deliver them within target lead‑times.
- Track quote status to secure customer approval within five calendar days.
- Assist in the Request for Proposal (RFP) and Request for Quote (RFQ) processes, providing technical and commercial input.
- Adhere to all pricing agreements, including catalogue pricing, special agreements, service contracts, government contracts, and talentflow group policies.
Invoicing & Crediting (≈15% of time)
- Create and prepare billing for all customer‑owned activities, ensuring accuracy and timeliness.
- Generate invoices and credit memos in accordance with established pricing agreements.
- Support Accounting/Finance with invoice creation, follow‑up, and resolution of any discrepancies.
- Issue credits or debits as required, helping to meet accounts receivable targets.
Forecasting, Scheduling & Planning (≈15% of time)
- Collaborate with shop floor teams to challenge and agree on scheduling and planning based on customer priorities.
- Communicate updated delivery dates to customers, striving for a 95 % on‑time delivery (OTD) performance.
Essential Qualifications
- High School Diploma or equivalent experience; a solid foundation in business or technical studies.
- Minimum five (5) years of experience in customer support, preferably within an MRO or aerospace environment.
- Proficiency with Microsoft Office Suite, especially Excel for analytical tasks.
- Hands‑on experience with SAP (SD, MM, WM, or related modules) for order processing and logistics.
- Ability to interpret basic financial statements and understand credit concepts.
- Legal authorization to work in the United States.
Preferred Education & Skills
- Bachelor’s degree in Business Administration, Aviation Management, Engineering, or a related field.
- Advanced SAP experience, particularly in SD, MM, WM, or a combined environment.
- Familiarity with dynamic components such as engines, crankshafts, pistons, and related parts.
- Six Sigma Green Belt certification or equivalent process‑improvement training.
Core Skills & Competencies
- Customer‑Centric Mindset: Ability to listen actively, empathize, and deliver solutions that exceed expectations.
- Analytical Thinking: Strong quantitative skills for pricing analysis, cost evaluation, and data‑driven decision making.
- Communication Excellence: Clear written and verbal communication, capable of presenting complex information to diverse audiences.
- Organizational Agility: Efficiently manage multiple priorities, meet tight deadlines, and adapt to changing business needs.
- Technical Acumen: Understanding of aerospace MRO processes, warranty handling, and logistics coordination.
- Team Collaboration: Work seamlessly with cross‑functional teams including sales, finance, engineering, and shop floor personnel.
- Integrity & Compliance: Commitment to ethical conduct, export regulations, and safety standards.
Physical Requirements & Work Environment
While the role is primarily office‑based, occasional visits to the shop floor may be required. Candidates must be able to:
- Read computer screens, documents, and engineering drawings daily.
- Participate in in‑person and virtual conversations, hearing safety warnings on the production floor.
- Operate standard office equipment (PC, telephone, copier, fax) and, when needed, basic production tools such as hydraulic lifts.
- Carry, lift, or move items up to 30 lb (14 kg) on a regular basis.
- Stand, sit, walk, squat, or kneel for extended periods as dictated by task requirements.
- Wear required personal protective equipment (PPE) such as safety shoes, glasses, hearing protection, and, when visiting the shop floor, steel‑toed shoes.
- Travel independently on short notice, though travel is minimal for this position.
Compensation, Perks & Benefits
talentflow offers a competitive total rewards package designed to attract and retain top talent:
- Financial Rewards: Base salary commensurate with experience, performance‑based incentives, profit‑sharing opportunities, and participation in an Employee Stock Ownership Plan (ESOP).
- Work‑Life Balance: Generous paid time off, holidays, and a comprehensive parental leave program.
- Health & Welfare: Medical, dental, vision, life, and disability insurance options, including high‑deductible plans and an Employee Assistance Program (EAP).
- Retirement Savings: 401(k) plan with company matching contributions.
- Learning & Development: Unlimited access to talentflow Leadership University, 10,000+ e‑learning courses, certifications, accelerated development programs, and opportunities for national and international mobility.
- Employee Well‑Being: Wellness initiatives, on‑site fitness resources, and flexible work arrangements where applicable.
Career Growth & Development
talentflow is committed to nurturing talent from within. As a Customer Experience Representative, you will have clear pathways to advance into senior support roles, MRO coordination leadership, or specialized positions in pricing, finance, or supply chain management. Our mentorship programs, cross‑functional project exposure, and tuition reimbursement options empower you to shape a long‑term career aligned with your aspirations.
Workplace Culture & Values
At talentflow, we celebrate diversity, inclusion, and a collaborative spirit. Our culture is built on:
- Safety First: Zero‑tolerance for unsafe practices; continuous improvement of safety protocols.
- Innovation: Encouraging creative problem‑solving and embracing new technologies.
- Integrity: Conducting business with honesty, transparency, and respect for all stakeholders.
- Teamwork: Leveraging the strengths of each individual to achieve collective success.
- Community Engagement: Supporting local initiatives, STEM education, and environmental stewardship.
Application Process
Ready to elevate your career? Submit your résumé and a compelling cover letter outlining how your experience aligns with the responsibilities and qualifications listed above. Our recruitment team will review applications on a rolling basis and contact qualified candidates for an initial interview.
Equal Opportunity Statement
talentflow is an Equal Opportunity Employer. We provide reasonable accommodations for applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic.
Join talentflow Today
If you are passionate about delivering world‑class customer experiences, thrive in a fast‑paced aerospace environment, and are eager to contribute to a legacy of excellence, we invite you to apply now. Take the next step in your professional journey and become a pivotal part of talentflow’s mission to shape the future of flight.
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