Customer Resolution Specialist

Satair; Herndon (VA); On-site; USD 55,000 - 85,000; Full time

Job summary

Satair USA, Inc. in Herndon, VA seeks a Customer Resolution Specialist (AOG) to expedite order fulfillment for Aircraft on Ground purchases and inquiries, coordinating with internal and external teams to drive timely resolutions.

This role supports a 24/7 onsite operation with rotating shifts (1st, 2nd, 3rd) and requires a Bachelor’s degree or equivalent, 3+ years of customer service, and experience in aviation. Mandarin language skills are preferred and travel up to 5%.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 3+ years of customer service in a fast-paced environment.
• Experience in the aviation or military support field preferred.
• Able to work all shifts on a rotating schedule (1st, 2nd and 3rd).
• Travel up to 5% may be required.

Responsibilities

• Process and manage AOG customer orders in CRM tool and ERP system.
• Analyze orders, validate urgency, and prioritize accordingly.
• Coordinate with internal teams to drive timely resolutions and order fulfillment.
• Lead meetings and provide status updates on open AOG orders.

Skills

Customer service

Problem solving

Communication

Mandarin

Google Suite

Office tools

Education

Bachelor’s degree or equivalent

Tools

Freshdesk

CRM tool

ERP system

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:

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, inquiries, 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 elevate 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 elevate 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.

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.

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] .