Customer Service Analyst

Collins Aerospace PH; Lapu-lapu; On-site; PHP 450,000 - 700,000; Full time

Job summary

Collins Aerospace PH is seeking a customer service/order management professional in the Philippines to act as the primary contact for OE orders, coordinate with multiple departments, and ensure accurate order processing and issue resolution. You will digest data, communicate clearly with customers, and manage time-sensitive tasks under pressure.

The role requires a degree or equivalent experience, strong Microsoft Office skills, and familiarity with SAP and Salesforce.

Qualifications

• Bachelor’s degree or 6 years of relevant experience if no degree.
• Proven experience resolving customer complaints and problems.
• Proficient with MS Outlook, Excel, PowerPoint and Word.
• Strong numerical, written and verbal communication skills.
• Experience analyzing and troubleshooting challenging scenarios.
• Ability to manage time-sensitive, high-pressure situations without supervision.
• Aerospace or manufacturing industry experience preferred.
• SAP and Salesforce experience a plus.
• Experience with reporting, database manipulation and VBA is beneficial.

Responsibilities

• Ability to communicate effectively and professionally with customers.
• Manage OE orders for Commercial Seating & Furniture as primary contact.
• Process and monitor customer issues from initiation to closure using CRM/ERP.
• Verify order details: part numbers, quantities, pricing, and shipping info.
• Work with internal teams to provide required information for issue resolution.
• Ensure flow-downs to supply chain, shipping, quality and stakeholders are timely.
• Achieve KPIs and drive best-in-class performance.
• Participate in continuous improvement initiatives.
• Address inquiries on order status, pricing, delivery, cancellations, and returns.
• Handle small projects per management direction, leveraging prior experience.
• Adhere to EHS practices and report hazards to ensure safety.

Skills

Customer communication

Data analysis

Problem solving

Time management

Attention to detail

Aerospace/mfg experience

Education

Bachelor's Degree

6 years relevant experience

Tools

MS Outlook

Excel

PowerPoint

Word

SAP

Salesforce

VBA

Job description

Primary Responsibilities:

• Ability to communicate effectively and professionally with customers. Digest large amounts of data quickly, deal with ambiguity, be decision-oriented, a quick learner and open minded




• Manage OE orders for Commercial Seating & Furniture, acting as the primary contact.




• Process and monitor all customer issues and concerns, from initiation to closure using a combination of CRM and ERP systems




• Verify order details: part numbers, quantities, pricing, and shipping info.




• Work closely with various departments within the organization to ensure required information and support is provided to resolve customer issues




• Ensuring all necessary flow-downs to supply chain, shipping, quality, and other stakeholders are communicated timely and accurately




• Achieve all key performance indicators and achieve best in class performance




• Participate in continuous improvement initiatives




• Address inquiries on order status, pricing, delivery, cancellations, and returns.




• Responsible for small projects as directed and guided by management and senior colleagues by applying knowledge and experience from previous roles




• Adheres to and participates in all EHS practices and standards across the site, including but not limited to proactive reporting of observed hazards and recommendations to ensure the safety and wellbeing of self and others.

Qualifications:

• Bachelor’s Degree




• OR in the absence of a degree, 6 years of relevant experience is required




• Experience in resolving customer complaints and problems




• MS Outlook, Excel, PowerPoint, Word proficient




• Strong numerical, written, and verbal communication and reasoning skills




• Experience analyzing and troubleshooting challenging and uncommon scenarios




• Ability to manage time-sensitive and high-pressure situations without supervision




• Aerospace or manufacturing industry experience




• SAP experience




• Salesforce experience




• Reporting, database manipulation and/or VBA is a plus