Customer Experience Specialist (Onsite)

Job Details

Location: Norton Shores, Michigan. Role Type: Onsite. U.S. Person required. Security Clearance: None.
Job Summary

As a Customer Experience Specialist within the Parts Distribution Center (PDC), you will play a critical role in supporting global aerospace customers by driving operational excellence, customer satisfaction, and continuous improvement initiatives.
Key Responsibilities

Lead and support global Aircraft on Ground (AOG) and Entry Into Service (EIS) operational performance initiatives.
Serve as a primary liaison between frontline teams and cross‑functional stakeholders to ensure alignment, communication, and operational effectiveness.
Coordinate training initiatives, process improvements, and escalation management to support overall customer experience and operational health.
Analyze operational and customer performance data, prepare reports and presentations, and provide actionable insights to leadership.
Develop and maintain standard work documentation and performance tracking for initiatives within scope of responsibility.
Drive engagement and alignment with Pratt&Whitney Canada (P&WC) metrics, reporting requirements, and data governance initiatives.
Support senior leadership through presentations, reporting, and strategic project execution.
Act as an escalation point for customer and operational issues, ensuring timely and professional resolution.
Champion continuous improvement initiatives focused on automation, process optimization, and enhanced customer experience outcomes.
Mentor and provide guidance to team members while fostering a collaborative, customer‑focused culture.
Perform additional duties and special projects as assigned.
Qualifications

Advanced degree with a minimum of 3years of experience in business‑to‑business sales, customer service, supply chain, or operations support.
or a Bachelor’s degree and a minimum of 5years of relevant experience.
or an Associate’s degree and a minimum of 7years of relevant experience.
or a High School Diploma/GED and a minimum of 9years of relevant experience.
Preferred Qualifications

Prior experience in aviation customer service, logistics, distribution, or supply‑chain operations.
Experience working with SAP and PowerBI, Microsoft Office Suite (Excel, PowerPoint, Word, Teams).
Demonstrated experience using data analytics to improve operational or customer performance metrics.
Continuous improvement or Lean/CORE experience.
Compensation

Salary range: $86,800 – $165,200 USD. Benefits include medical, dental, vision, life insurance, disability, 401(k) match, flexible spending accounts, and paid time off.
Legal and Equal‑Opportunity Statement

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

#J-18808-Ljbffr