Customer Logistics Manager

Airbus; Fort Erie; On-site; CAD 70,000 - 90,000; Full time

Job summary

Airbus Helicopters Canada is seeking a Customer Logistics Manager in Fort Erie. The role involves managing after-sales support operations, ensuring seamless logistics, and overseeing a team of Customer Support Representatives. Candidates should possess strong logistics, analytical, and customer service skills, along with a related degree and extensive experience in the aviation sector. This permanent position offers a chance to contribute to customer satisfaction and operational excellence in the aerospace industry.

Benefits

Flexible working arrangements

Commitment to diversity and inclusion

Qualifications

• 5 years in customer support, preferably in aviation.
• 3 years in a supervisory role.
• Experience with ERP/MRP (SAP) and CRM (Salesforce) is an asset.

Responsibilities

• Oversee material support operations for customers.
• Manage logistics processes, including inventory and transportation.
• Lead customer relationship and performance reviews.

Skills

Logistics expertise

Customer service

Crisis management

Analytical skills

Communication

Education

Bachelor’s Degree or equivalent work experience

Tools

SalesForce

Webtek

SAP

Microsoft Office

Google Suite

Job description

Job Description:

WE’RE LOOKING FOR A CUSTOMER LOGISTICS MANAGER

POSITION LOCATION: FORT ERIE

Position Summary: Responsible for the daily oversight and administration of after-sales support operations for Airbus Helicopters Canada Limited customers. Manages a regional team of Customer Support Representatives and acts as the department's focal point, liaison, and interface for all customer material support activities, including logistics, planning, escalation, and litigation topics. Provides solutions and alternatives for handling material demands and forecasts. Coordinates material flows and logistics activities within the organization. Accountable for controlling front office internal processes to meet customer needs.

Primary Responsibilities:

Customer Relationship and Logistics Support

• Point of contact and escalation for regional customer logistics concerns, complaints, and critical issues to ensure follow-up and resolution.
• Manage logistics matters including inventory management, transportation, supply chain processes, pool sizing, drumbeat AOG, and MRO repairable processes.
• Create and manage collaborative action plans for back-orders, providing status updates and progress reports.
• Handle customer issues, concerns, and complaints, ensuring timely and quality resolutions.
• Understand customer dynamics, operational and strategic goals, and business requirements.
• Keep customers informed of commitments for on-time and on-quality delivery.
• Lead periodic logistics performance reviews with customers.
• Monitor Airbus Helicopters Canada performance metrics.
• Guide Customer Support Representatives in order processing and issue resolution.
• Manage logistics crisis situations during and after hours as escalation point.

Operational Performance and Contractual Adherence:

• Perform collaborative forecasting with customers.
• Oversee MRO process flow for RMAs, quotes, records, exchange invoicing, rentals, and vendor repairs.
• Coordinate operational needs with internal departments and track hot topics for recovery plans.
• Ensure adherence to contractual commitments and analyze root causes for continuous improvement.
• Serve as escalation point for unresolved issues, collaborating across departments.
• Communicate logistical performance and provide operational guidance.

Team Supervision, Motivation & Safety:

• Uphold Airbus’ ethics and compliance values, cascading to the team.
• Assess and develop team competencies, provide feedback, and recommend personnel actions.
• Manage weekly team meetings.
• Support department goals and activities.
• Be available for escalations and problem solving, including after hours.

Metrics, Analysis and Reporting:

• Establish and manage KPIs.
• Analyze and prepare monthly performance reports.
• Communicate performance metrics and recommendations to customers.
• Prepare internal reports and contribute to executive briefs.
• Manage internal communications with management and support teams.

General Management and Administration:

• Maintain ERP and CRM tools (SalesForce, Webtek).
• Contribute to departmental budgeting and overhead planning.
• Manage warranty administration and related issues.
• Develop and standardize customer spare part discount policies.
• Ensure commitments for Airbus service levels are met.

Education:

• Bachelor’s Degree or equivalent work experience.

Experience:

• At least 5 years in customer support, preferably in aviation.
• Minimum 3 years in a supervisory role.
• Experience with ERP/MRP (SAP) and CRM (Salesforce) is an asset.

Knowledge, Skills, and Capabilities:

• Business, logistics, supply management, and customer service expertise.
• Ability to communicate complex information effectively.
• Familiarity with aviation maintenance practices and technical publications.
• Strong crisis management, analytical, and influencing skills.
• Ability to work under pressure and meet deadlines.

Communication Skills:

• High proficiency in spoken and written English.
• Fluency in French and/or German is an asset.

Technical Systems Proficiency:

• Proficiency in Microsoft Office, Google Suite, SAP, and Salesforce.

This job requires awareness of compliance risks and a commitment to acting with integrity, supporting Airbus’s reputation and sustainable growth.

Company: Airbus Helicopters Canada Ltd

Employment Type: Permanent

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Experience Level: Professional

Job Family: Leadership

By submitting your CV or application, you consent to Airbus using and storing your information for monitoring purposes related to your application or future employment. Airbus is committed to diversity and inclusion. We welcome applications from all backgrounds and do not ask for monetary payments during recruitment. Report impersonation to [e-mail].

Airbus supports flexible working arrangements to promote innovation.