Sr. Analyst managing contracts and customer service for Collins Aerospace's aftermarket team. Communicating with global customers and overseeing contract management in a hybrid setup.
About the role
- Senior Customer Experience Professional enhancing the customer experience for AOG clients at Honeywell. Instrumental in collaboration with teams to drive strategic customer satisfaction initiatives.
Responsibilities
- Serve as the primary point of contact for AOG customers via phone, email, and portal.
- Receive, research, and resolve urgent inquiries, complaints, and service requests related to grounded aircraft.
- Maintain clear, timely communication with customers regarding order status, delivery timelines, and resolution steps.
- Collaborate with internal teams (logistics, inventory, warranty, and engineering) to expedite part fulfillment and service delivery.
- Leverage integrated dashboards and AI-powered tools to validate inquiries, extract data, and identify optimal fulfillment paths.
- Participate in continuous improvement initiatives, including feedback loops from customer surveys and internal tier reviews.
- Ensure accurate billing, warranty validation, and waybill tracking for all AOG transactions.
- Coordinate with AOG leaders, process experts, and global support agents to meet KPIs such as fulfillment speed, customer satisfaction, and case closure rates.
Requirements
- Minimum 4 years of experience in a high-volume customer support or call center environment.
- Proven ability to de-escalate complex customer situations with professionalism, empathy, and urgency
- Proficiency in CRM systems, case management platforms, and data analysis tools to track performance and customer satisfaction
- Experience in customer experience management, with a focus on service recovery and loyalty-building
- Strong analytical and problem-solving skills to resolve time-sensitive AOG inquiries and service disruptions
- Strong leadership and team coordination skills, especially in dynamic, multi-shift environments
- Excellent verbal and written communication skills, with the ability to convey technical information clearly and calmly to diverse audiences
- Salesforce, SAP, ERP and telephony system experience
Benefits
- In addition to a competitive salary
- Leading-edge work
- Developing solutions side-by-side with dedicated experts in their fields
- Comprehensive benefits package including employer-subsidized Medical, Dental, Vision, and Life Insurance
- Short-Term and Long-Term Disability
- 401(k) match
- Flexible Spending Accounts
- Health Savings Accounts
- EAP and Educational Assistance
- Parental Leave
- Paid Time Off (for vacation, personal business, sick time, and parental leave)
- 12 Paid Holidays
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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