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AOG Customer Resolution Specialist (Contract)
About the position
Satair is looking for a Customer Resolution Specialist (AOG)- Contract to join our team in Herndon, Va The Aircraft on Ground (AOG) Customer Resolution Specialist is responsible for reviewing, validating, coordinating resources, and collaborating with internal and external stakeholders to expedite and achieve order fulfillment of AOG purchase orders, inquires, and all customer communications related to the status and processing of purchase orders, customer inquiries and shipment status. The AOG CRS will be required to exercise critical judgment and utilize problem solving skills in order to evaluate the criticality and urgency of requests and formulate the appropriate action required to drive timely resolution and order fulfillment. The AOG CRS Team supports a 24 Hour, 7 Days a week, 365 Day a year onsite operation. This includes holidays and weekends. AOG COS will be required to work 5 days and rotate through 3 shifts . Shift rotation schedules vary between 4 to 8 weeks. Current Work Schedule: 1st Shift: 6:00 AM - 2:30 PM 2nd Shift: 2:00 PM - 10:30 PM 3rd Shift 8:30 PM - 7:00 AM Meet the team: As part of a multifunctional environment team, you will collaborate with Supply Chain, Product Management, Transportation & Logistics, and the Airbus Manufacturing and Engineering Teams to identify and drive solutions which allow customers to effectively manage their aircraft fleet and operations. Your working environment: The Washington, D.C. metro area is home to multiple Airbus offices: In our nation’s capital you will find the Airbus Experience Center, a collection of interactive, multimedia exhibitions highlighting the extensive role the company plays in the aviation, aerospace and defense industries in the U.S. and around the world. The D.C. area is also home to our regional corporate headquarters – located adjacent to Washington Dulles International Airport (IAD) - it makes flying in a breeze!
Responsibilities
- Receive, process and manage AOG customer orders in CRM tool and ERP system
- Process quotations
- Analyze order upon receipt and validate order urgency and prioritization
- Conduct credit authorization review of orders including customers above their credit limit with a AOG situation and release orders on credit hold for processing
- Identify and escalate potential urgent situations on critical orders and explore technical solutions with In-Service Engineering Team
- Provide feedback and reporting to the Supplier Management group on supplier performance
- Coordinate with Data Management and Technical Teams to resolve part requirements that have not been established in ERP system
- Manage and coordinate AOG Drop-Shipments with Supply Management and First Tier Suppliers
- Identify, communicate and coordinate with Pricing Team to resolve price discrepancies
- Communicate with customers via phone and CRM tool (Freshdesk) to provide status for AOG orders
- Provide customer with alternative solutions and facilitate the collaboration with between the customer and available resources to achieve resolution
- Coordinate with Supply Chain Officer to establish optimal freight options as necessary to ensure on-time delivery
- Investigate, resolve or escalate customer complaints
- Organize and lead internal multifunctional meetings to address customer AOG requirements
- Coordinate Handoff Meetings with AOG Team Members at the end of each shift
- Lead daily AOG meetings with Airbus Engineering, Quality and Supply Chain Teams to provide status on all open AOG orders and drive resolution
- Utilize technical documentation and tools (Airbus 220 World) to explore alternative solutions and liaise with technical and engineering departments to respond to customer inquiries
- Participate on Daily Operations Management Call and provide updates as necessary for priority cases and open orders
- Participate and collaborate in internal and customer meetings
- Perform other duties as assigned
Requirements
- Bachelor’s Degree or equivalent applicable work experience
- 3+ Years of customer service experience in a fast paced environment.( Preferably within airline material management, logistics, supply chain, airline operations or aircraft maintenance )
- Available to work all shifts on a rotating schedule ( 1st, 2nd and 3rd shift (required)
- Working level proficiency in Google Suite and Office tools
- Able to work in the US without a current or future need for visa sponsorship
- Travel up to 5% Domestic and International
Nice-to-haves
- Experience in the aviation industry or military support environment, either technical, logistics or supply chain preferred
