Customer Resolution Manager

Satair Group; Atlanta (GA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Satair USA, Inc. in Peachtree City, Georgia is seeking a Customer Resolution Manager to lead the SPOC team within Customer Support, driving on-time material delivery and high customer satisfaction.

You will measure KPIs, coordinate escalations, and train team members while maintaining global customer activity visibility and fostering strong relationships with internal stakeholders and external customers. This role requires up to 5% travel.

Qualifications

• Bachelor’s degree in a relevant field and 5+ years in customer service or logistics.
• Proactive, customer-oriented attitude for internal stakeholders and customers.
• Able to train and motivate team members and interpret technical documentation.

Responsibilities

• Lead the SPOC group to ensure on-time material delivery and meet customer expectations.
• Measure and analyze KPIs; produce reports for customers, account teams and management.
• Coordinate escalations and organize regular account meetings with customers and stakeholders.
• Provide high-quality responses to material/service requests to maximize satisfaction.
• Participate in onboarding and upskilling of team members and drive process improvements.

Skills

Customer service

Team collaboration

Communication

Education

Bachelor's Degree in Business Administration or related

5+ years in customer service/logistics/aviation

Tools

SAP

ERP systems

Google Workspace

Microsoft Office

Job description

Overview

Airbus/Satair is committed to providing equal opportunities and to sustainable aviation. We are looking for a Customer Resolution Manager to join our Customer Support Team in Peachtree City, Georgia. The role provides world-class customer support and handling of aircraft spare parts requests in line with SATAIR's values, processes, goals and strategies. You will balance daily workload within the SPOC group, coordinate upstream activities and escalations, and drive customer satisfaction through high-quality responses to customer requests for spare parts and related services.

Responsibilities

Primary Responsibilities: 80%

• Participate in and contribute to a high-performing Customer Order Fulfilment Team
• Measure, analyze and utilize KPIs for the SPOC group to manage material order activity and produce order activity reports for customers, the account team and management
• Ensure adherence to work procedures and policies; review workload, 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 not meeting customer expectations
• Support management with feedback for team member performance and development needs
• Provide high-quality responses to all customer requests for materials and related services to maximize customer satisfaction
• Assist with onboarding of new employees and coordinate/conduct training and upskilling of team members
• Organize and conduct regular account meetings with customers, internal stakeholders and other parties to share information and maintain a global view of customer activity
• Keep functional managers informed about progress, status of tasks and any critical issues
• Identify efficiency improvements and propose enhancements
• Advise on undesirable conditions and propose solutions for improvements

Secondary Responsibilities: 20%

• Participate in external top/key customer meetings as agreed with the Manager
• Participate in customer coordination meetings as agreed with the Manager
• Participate in periodic functional and cross-functional activities as agreed with the Manager
• Maintain and develop the customer service quality level
• Contribute to increasing customer satisfaction and improve internal and external communication related to order performance
• Support other account teams and regions as workload and priorities require, with prior agreement from the Manager

This role may involve up to 5% travel, internationally and domestically.

About You (Qualifications)

Equipped with a degree in Business, Supply Chain, Logistics or Production or equivalent experience, with 5+ years in customer service, logistics, supply chain or aviation. We are seeking a team player with the following experience and mindset:

• Bachelor’s Degree in Business Administration, Supply Chain, Logistics or Production or equivalent
• 5+ years of work experience in customer service, logistics, supply chain or aviation
• Shipping and/or aviation knowledge is advantageous
• Proactive, customer-oriented attitude for internal stakeholders and customers
• Ability to take accountability within the SPOC group and to motivate, guide and train team members
• Proficient in SAP and ERP systems
• Proficient in Google Workspace and Microsoft Office
• Technical and process-oriented with ability to interpret technical documentation

Physical and Other Requirements

• Onsite or remote: 80% onsite / 20% remote
• Vision: able to read screens and documents (100%)
• Hearing: able to participate in conversations and respond to production floor safety alerts (100%)
• Speaking: able to communicate effectively (100%)
• Equipment operation: able to operate office and some production tools (100%)
• Carrying/Lifting: up to 30 lbs/14 kg (100%)
• Pushing/Pulling: able to move small office furniture and equipment
• Sitting, Standing, Walking: able to sit and stand for long periods and walk through office/production areas (100%)
• Travel: able to travel independently with up to 10% travel
• Personal Protective Equipment: PPE as required by site/customer

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

Equal Opportunity Employer statement: Satair/Airbus provides equal opportunities to all individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. We comply with applicable laws and regulations governing nondiscrimination. This assignment description does not constitute a contract of employment. We do not sponsor visas unless specified.

Consent for data processing: By submitting your CV or application you consent to Satair using and storing information about you for monitoring purposes related to your application or future employment. This information will be used by Satair. We are committed to diversity and inclusion and welcome all applications regardless of background.

Company information: Satair USA, Inc. | Employment Type: US - Direct Hire | Experience Level: Professional | Remote Type: Flexible | Job Family: Material Support & Services