Customer Order Specialist- AOG

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Job Description:

Satair is looking for a Customer Order Specialist to join our AOG department based in Herndon, VA.

The Aircraft on Ground (AOG) Customer Order Specialist (COS) 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 COS Team will be required to support 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 2 shifts (1st & 2nd shift). Shift rotation schedules occur every 4 weeks. 

Shift Schedule 

1st Shift: 6:00 AM - 2:30 PM 

2nd Shift: 2:00 PM - 10:30 PM

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!

How we care for you:

• Financial Rewards: Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan (“ESOP”)
• Work/Life Balance: Paid time off including personal time, holidays and a generous paid parental leave program.
• Health & Welfare: Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan (“EAP”) and other supplemental benefit coverages. 
• Individual Development: Upskilling and development opportunities through our global Leadership University, including unlimited access to 10,000+ e-learning courses focusing on ways to develop your employability, certifications, career path as well as the opportunity to participate in accelerated development programmes and both national and international mobility.

Your challenges:

• Receive, process and manage AOG customer orders in CRM tool and ERP system 
• Analyze order upon receipt and validate order urgency and prioritization 
• Provide feedback and reporting to the Supplier Management group on supplier performance 
• Communicate with customers via phone and CRM tool (Freshdesk) to provide status for AOG orders 
• Build rapport with customers in order to establish relationship and trust 
• 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 

Your boarding pass:

• 3+ Years of customer service experience in a fast paced environment
• Experience in the aviation industry or military support environment, either technical, logistics or supply chain preferred
• This department operates on a 24/7/365 schedule in 2 shifts. Employees of this department rotate through 1st & 2nd shifts on a regular schedule ( every 4 weeks). Must be willing and able to s