Senior Analyst – Customer Center Agent (Commercial)

About the role

The Customer Request Agent supports customers by handling engine documentation requests, ensuring accurate and timely communication throughout the request lifecycle. This hybrid position bridges customers and internal teams to deliver both electronic and hard‑copy documentation.

Key responsibilities

• Receive and acknowledge customer requests via email, CRM or other channels.
• Act as the primary contact for engine documentation inquiries, providing professional communication.
• Validate request details and coordinate with internal teams to retrieve the required documents.
• Transmit electronic documents and arrange dispatch of hard‑copy packages when needed.
• Confirm payment or invoicing status before releasing documents.
• Maintain the Customer Request Tracker with up‑to‑date status information.
• Perform Global Trade Controls checks to ensure compliance before document release.
• Troubleshoot inquiries and escalate complex issues.
• Participate in data‑gathering activities to improve response times and service levels.

Required profile

• Bachelor’s degree in Business Administration, Operations, Customer Service or a related field.

Required skills

• Experience with CRM systems.

What we offer

• Opportunity to work for a leading aerospace and defense company.
• Hybrid work arrangement.
• Exposure to global trade compliance and customer experience initiatives.