Customer Resolution Specialist

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Job Description:

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!

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 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

Customer Communication / Relationship Building: 20%

• 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

Reporting and Technical Support: 20 %

• 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

Other duties as assigned: 10%

• Perform other duties as assigned

Your Boarding Pass:

• 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 )
• Experience in the aviation industry or military support environment, either technical, logistics or supply chain preferred
• Available to work all shifts on a rotating schedule ( 1st, 2nd and 3rd shift (required)
• Working level proficiency in Google Suite and Office tools
• Fluency in Mandarin preferred
• Able to work in the US without a current or future need for visa sponsorship
• Travel up to 5% Domestic and International

Job 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 days
• Vision: 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 site
• Administrative 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 3rd party vendor and placed on assignment to Airbus in America.

Take your career to a new level and apply online now!

A full job description will be provided to candidates who progress to the interview stage or any candidate upon request.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.

Company:
Satair USA, Inc.

Employment Type:
US - Direct Hire

Experience Level:
Professional

Remote Type:
On-site

Job Family:
Material Support & services


Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.

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