Customer Resolution Specialist (AOG) Contract
Airbus is committed to providing reasonable accommodations as an equal opportunity employer to applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us at USCareers@airbus.com .
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, inquiries, 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-day-a-week, 365-day-a-year onsite operation. This includes holidays and weekends. AOG CRS 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!
Your challenges :
Order Processing / Customer Support : 50%Receive, process, and manage AOG customer orders in CRM tool and ERP systemProcess quotationsAnalyze order upon receipt and validate order urgency and prioritizationConduct credit authorization review of orders including customers above their credit limit with an AOG situation and release orders on credit hold for processingIdentify and escalate potential urgent situations on critical orders and explore technical solutions with the In-Service Engineering TeamProvide feedback and reporting to the Supplier Management group on supplier performanceCoordinate with Data Management and Technical Teams to resolve part requirements that have not been established in the ERP systemManage and coordinate AOG Drop-Shipments with Supply Management and First Tier SuppliersIdentify, communicate, and coordinate with the Pricing Team to resolve price discrepanciesCustomer Communication / Relationship Building : 20%Communicate with customers via phone and CRM tool (Freshdesk) to provide status for AOG ordersProvide customers with alternative solutions and facilitate the collaboration between the customer and available resources to achieve resolutionCoordinate with the Supply Chain Officer to establish optimal freight options as necessary to ensure on-time deliveryInvestigate, resolve, or escalate customer complaintsOrganize and lead internal multifunctional meetings to address customer AOG requirementsReporting and Technical Support : 20%Coordinate Handoff Meetings with AOG Team Members at the end of each shiftLead daily AOG meetings with Airbus Engineering, Quality, and Supply Chain Teams to provide status on all open AOG orders and drive resolutionUtilize technical documentation and tools (Airbus 220 World) to explore alternative solutions and liaise with technical and engineering departments to respond to customer inquiriesParticipate on Daily Operations Management Call and provide updates as necessary for priority cases and open ordersParticipate and collaborate in internal and customer meetingsOther duties as assigned : 10%Perform other duties as assignedYour Boarding Pass :
Bachelor's Degree or equivalent applicable work experience3+ years of customer service experience in a fast-paced environment (preferably within airline material management, logistics, supply chain, airline operations, or aircraft maintenance)Experience in the aviation industry or military support environment, either technical, logistics, or supply chain preferredAvailable to work all shifts on a rotating schedule (1st, 2nd, and 3rd shift required)Working level proficiency in Google Suite and Office toolsAble to work in the US without a current or future need for visa sponsorshipTravel up to 5% Domestic and InternationalJob Dimensions :
This position is driven by customer satisfaction (CSIP). The customers who come to us for AOG support expect a certain level of precise communication and ability to deliver in a time-sensitive environment. We are measured by how fast we can resolve an issue and how many times we had to communicate to close the issue.Physical Requirements :
Onsite : Hybrid 60% Onsite Must work 3 days a week in the office with up to 2 WFH daysVision : able to see and read computer screens and other electronic equipment with screens, able to read documents, reports, and engineering drawings.Hearing : able to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms.Speaking : able to speak in conversations and meetings, deliver information, and participate in communications.Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors) : able to operate most office and personal electronic equipment.Carrying : able to carry documents, tools, drawings, electronic equipment up to 30lbs / 14kgs.Lifting : able to lift documents, tools, drawings, electronic equipment up to 30lbs / 14kgs.Pushing / Pulling : able to push and pull small office furniture and some equipment and tools.Sitting : able to sit for long periods of time in meetings, working on the computer.Squatting / Kneeling : able to squat or kneel to retrieve or replace items stored on low shelving.Standing : able to stand for discussions in offices or on the production floor.Travel : able to travel independently and at short notice. 5%Walking (include routine walking such as to a shared printer to retrieve documents) : able to walk through office and production areas including uneven surfaces.Personal Protective Equipment required : Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators / Masks, and / or Protective Gloves as required by site and / or customer siteAdministrative position only PPE required : Steel-toed shoes are required for all shop floor visit, appropriate hearing / eye protection may also be required when visiting the shop floor.This position is a temporary (contract) position with no specific time period but could be extended or shortened as needed. Contractors are employed by a third-party vendor and placed on assignment to Airbus in America.
Satair USA, Inc.
Employment Type : Agency / Temporary
Experience Level : Professional
Remote Type : Flexible
Job Family : Material Support & Services
Airbus provides equal opportunities to all individuals seeking assignment with Airbus without regard to race, color, religion, sex, sexual orientation, gender
