AOG Customer Resolution Specialist

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Job Description:

Satair  is looking for a Customer Resolution Specialist (AOG) 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!

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:

Order Processing / Customer Support: 50%

• 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 s