Customer Service Analyst (CSM) | Analista de Serviço ao Cliente
São Paulo, SP, BR
**Job Description:** Airbus is a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a worldwide scale, pioneering sustainable aerospace for a safe and united world. With over 45 years of presence, Airbus is expanding its footprint in Latin America through 1,500 employees and different strategic sites. As a key sourcing partner with a 500\-aircraft backlog, the company maintains a deep\-rooted commitment to the region's long\-term growth. Helibras, the only helicopter manufacturer in Latin America and an Airbus subsidiary, is the rotary\-wing market leader across civil, executive, and defense segments. Its operations span from assembly and customization to high\-complexity maintenance. As a benchmark in aerospace engineering and a strategic regional asset, its infrastructure ensures rapid operational response for demanding missions. Will you join us in redefining the limits of what is possible? ✈️ **Key responsibilities:** * Prepare quotes for repairs and the sale of aeronautical parts by examining technical and fiscal documentation and recording the data required for the workshop to open Service Orders (SOs). * Prepare repair/parts quotes after the workshop opens the SO; calculate service and parts prices based on established commercial price lists; track execution timelines as defined by the workshop; and send quotes to the customer for approval (a process that may involve negotiation by the Sales department). * Record customer approval in the system, thereby releasing the SO to the workshop or triggering the creation of a parts sales order. * Facilitate interaction between Helibras and the customer, providing follow\-ups on service execution or parts sales through to delivery, including status updates and other information necessary to ensure customer satisfaction. * Monitor the delivery of services/parts to the customer and handle the procedures involved in issuing service invoices. * Close SOs in the system and the workshop's technical dossier, recording billing details and completing all related administrative steps. * Assist in establishing general terms and conditions for the sale of aircraft and services. * Manage budget allocations for military and government customers by recording billings, processing necessary deductions, notifying relevant departments when new funding is required, and providing information upon request. * Analyze Work\-in\-Progress (WIP) by monitoring the status of Service Orders to facilitate internal tracking and customer updates. Identify and propose opportunities for improvement or innovation within the department to the manager, and participate in technological research and innovation development activities relevant to the specific area of operation. * **Requirements:** * Internal candidates, please note the Golden Rule. * Bachelor’s degree, preferably in Engineering, Business Administration, Economics or Marketing. * Previous experience in CSM (Customer Service Management) activities. * Proactive and analytical profile, with excellent communication and interpersonal skills, customer focus, and the ability to listen and understand needs in order to offer the best solutions. * Proficiency with Google Workspace. * Fluency in Portuguese (spoken, written, and reading). Advanced English (will be assessed during the selection process). * **What will we offer?** * Medical and dental assistance * Food voucher * Meal voucher * Transportation voucher * Differentiated life insurance * PPR Airbus share purchase program * **Place of work:** São Paulo / SP (Campo de Marte) **Hours:** Monday to Friday from 8 a.m. to 6:06 p.m. **What you'll find here:** * A company with the Top Employers seal (recognizing excellence in people management policies and practices). * Dynamic, collaborative and innovative work environment. * Challenging projects that broaden your horizons and knowledge. * Opportunity for growth and development, being the protagonist of your career. Possibility of mobility within the Airbus Group. * Join us to achieve the exceptional. **\-** A Airbus é líder no projeto, na fabricação e na entrega de produtos, serviços e soluções aeroespaciais para clientes em todo o mundo, sendo pioneira em uma aviação sustentável para um mundo seguro e unido. Com mais de 45 anos de presença, a Airbus vem ampliando sua atuação na América Latina, contando com cerca de 1\.500 colaboradores e diversas unidades estratégicas. Como parceira fundamental do setor e com uma carteira de pedidos de 500 aeronaves, a empresa mantém um compromisso sólido com o crescimento da região a longo prazo. A Helibras, única fabricante de helicópteros da América Latina e subsidiária da Airbus, é líder no mercado de asas rotativas nos segmentos civil, executivo e de defesa. Suas operações abrangem desde a montagem e personalização até a manutenção de alta complexidade. Como referência em engenharia aeroespacial e um ativo regional estratégico, sua infraestrutura g