Customer Resolution Manager

Satair; Atlanta (GA); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Hybrid working

Health insurance

Personal development opportunities

Internal mobility opportunities

Maternity/paternity leave

Job summary

Satair USA, Inc. in Peachtree City, GA, seeks a Customer Resolution Manager to join the Customer Support Team. You will manage customer spare parts requests, coordinate with the Head of Customer Order Fulfillment Region, and drive on‑time deliveries while maintaining high customer satisfaction.

The role emphasizes KPI‑driven work, onboarding and training of team members, and frequent collaboration with internal stakeholders and account directors. Travel up to 5% may be required.

Qualifications

• Bachelor’s degree in business, supply chain, logistics or production.
• 5+ years in customer service, logistics, supply chain or aviation.
• Shipping/aviation knowledge a plus.
• Proactive, customer‑oriented attitude for stakeholders and customers.
• Ability to coach and train team members.

Responsibilities

• Participate in a high‑performing Customer Order Fulfilment team.
• Analyze KPIs and produce reports for customers and management.
• Ensure policies are followed and allocate daily workload.
• Make decisions to ensure on‑time material delivery to customers.
• Identify escalations and support team performance and development.
• Provide high‑quality responses for all material orders and services.
• Assist onboarding and training of new staff and conduct regular account meetings.
• Keep managers informed on progress and critical issues.

Skills

Customer service

SPOC management

KPI analysis

SAP

ERP systems

Education

Bachelor’s Degree in Business Administration, Supply Chain, Logistics or Production

Tools

SAP

ERP systems

Google Suites

Microsoft Office

Job description

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 [e-mail]

• Notice: Know Your Rights: Workplace Discrimination is Illegal
• Notice: Pay Transparency Nondiscrimination (English)
• Aviso: Transparencia en el Pago No Discriminacio´n (Spanish)

Job Description

What does your next challenge look like? At SATAIR, we believe in sustainable aviation that allows people to travel and connect across the globe. We are on a mission to provide world class material solutions that keep aircraft flying and extend their lifespan. In Satair, you can challenge the status quo, pioneer new ways of working, and generate real value for airlines and suppliers worldwide. Being part of the Airbus family gives us the opportunity to live a global mindset, working in international and diverse teams and collaborating across functions, sites and cultures.

If you want to work as one team embracing a can‑do attitude in a demanding environment, then we offer a great place to explore, learn, and grow, making an impact on aviation’s digital and sustainable transformation. In this context we are looking for a Customer Resolution Manager to join our Customer Support Team in Peachtree City, Georgia.

This role will provide reliable world class customer support and handling of aircraft spare parts requirements in accordance with SATAIR’s values, processes, goals, and strategies. Together with the Head of Customer Order Fulfillment Region, balance daily workload within the respective SPOC group, coordinating upstream activities and escalations. Hear customer voice and drive customer satisfaction by providing high quality responses to all customer related requests for spare parts and related services.

What’s In It For You

• Competitive Remuneration
• Work / Life Balance: Hybrid Working, flex-time, maternity/paternity leave
• Personal Development: Personalized development plans, large portfolio of learning solutions & lots of internal mobility opportunities
• Health & Wellbeing: Health insurance, well‑being programs

How You Will Contribute To The Team

Primary Responsibilities: 80%

• Participate in and contribute to a high performing Customer Order Fulfilment Team
• Measures, analyses and utilizes key performance indicators (KPIs) on behalf of the SPOC group in order to manage material order activity and produces order activity reports for customers, account team and management.
• Ensure work procedures and policies are adhered, review operational workload and daily task allocation and shift scheduling
• Make decisions to ensure on‑time material delivery to meet customer expectations
• Identify and initiate first level escalations on material needs that are not meeting the customer’s expectations
• Support management with feedback in support of team member’s performance and development needs
• Provide consistently high quality responses to all customer related requests for all materials and related services to ensure the highest possible customer satisfaction.
• Assist with onboarding of new employees and coordinate/conduct training and upskilling of team members
• When necessary and agreed with the manager, organize and conduct regular account meetings with customers, internal stakeholders, Satair Account Directors and others, to share information and keep a global view on your customers’ activity.
• Keep immediate Functional Managers as well as the relevant Manager/s informed about progress and status of agreed tasks as well as any critical problem areas
• Identify efficiency improvement areas and offer suggestions to improve efficiency
• Comment/advise on undesirable conditions within the organization, and propose potential solutions for improvements

Secondary Responsibilities: 20%

• Participate in external top/key customer meetings as per agreement with the Manager
• Participate in customer coordination meetings as per agreement with the Manager
• Participate in periodic functional and cross‑functional activities (eg… projects, meetings etc) as per agreement with the Manager
• Maintenance and development of the customer service quality level
• Directly contribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performance
• In addition to an assigned portfolio of customers, which may change, assist other account teams and regions as workload and work distribution priorities demand proactively and as per agreement with Manager.

This role will involve some travel for business up to 5 %, internationally, and domestically.

About You

• Bachelor’s Degree in Business Administration, Supply Chain, Logistics or Production or an equivalent combination of education and experience is required.
• 5+ years of work experience in customer service, logistics, supply chain or aviation industry.
• Shipping and/or aviation knowledge is an advantage.
• Proactive, customer oriented attitude and working style for internal stakeholders and customers.
• Willingness to take accountability within the own SPOC group and ability to motivate, guide and train group members and newcomers.
• Proficient in SAP and ERP systems.
• Proficient in Google Suites and Microsoft Office.
• Technical and process oriented background with the ability to understand and interpret technical documentation.

Physical Requirements

• Onsite or remote: 80 % onsite / 20 % remote
• Vision: able to see and read computer screen and other electronic equipment with screens, able to read documents, reports and engineering drawings: 100 %
• Hearing: able to hear to participate in conversations in person and via teleconference or phone and to hear sounds on production floor including safety warnings or alarms. 100 %
• Speaking: able to speak in conversations and meetings, deliver information and participate in communications. 100 %
• 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 and some tools including production tools such as hydraulic lifts. 100 % – office equipment
• Carrying: able to carry documents, tools, drawings, electronic equipment up to 30 lbs/14 kgs. 100 %
• Lifting: able to lift documents, tools, drawings, electronic equipment up to 30 lbs/14 kgs 100 %
• Pushing / Pulling: able to push and pull small office furniture and some equipment and tools. 100 %
• Sitting: able to sit for long periods of time in meetings, working on computer. 100 %
• Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving. 100 %
• Standing: able to stand for discussions in offices or on production floor. 100 %
• Travel: able to travel independently and at short notice. 10 %
• Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces. 100 %
• 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.

Able to work in US without current or future need for visa sponsorship.

EEO Statement

Satair provides equal opportunities to all individuals seeking assignment with Satair 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, Satair complies with applicable state and local laws governing nondiscrimination in every location in which the company has facilities. Satair 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. This assignment description does not constitute a written or implied contract of employment.

By submitting your CV or application you are consenting to Satair using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Satair.

Satair is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Satair is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Satair to do so should be reported to [e-mail].

Additional Company Information

VAS Aero Services is a subsidiary of Satair, an Airbus Services company. If you want to know more about our business, have a closer look at our website www.SATAIR.com or check out our SATAIR Youtube Channel at www.youtube.com/sataircompany. 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

Flexible

Job Family

Material Support & services

EEO Statement – Airbus

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.

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.

Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to [e-mail].