Rotating Shift - Customer Resolution Specialist

All Aviation Jobs; Herndon (VA); On-site; USD 40,000 - 45,000; Full time

Benefits offered by this job

Dental insurance

Vision insurance

Health insurance

401(k)

Holiday pay

Job summary

All Aviation Jobs is seeking a Rotating Shift Customer Resolution Specialist in the United States to support AOG order processing, customer communications, and cross-functional resolution efforts with Airbus-related teams. This on-site role requires a Bachelor’s degree and 3+ years in fast-paced customer service.

You will use Google Suite and Freshdesk, work rotating shifts, and may travel up to 5% domestically or internationally. This position is based in Herndon, Virginia with full-time hours.

Qualifications

• Bachelor's degree or equivalent work experience.
• 3+ years of customer service in a fast-paced environment.
• Experience in aviation, logistics, or supply chain preferred.
• Willingness to work rotating shifts (1st, 2nd, 3rd).

Responsibilities

• Receive, process and manage AOG customer orders in CRM and ERP systems.
• Communicate order status to customers via phone and Freshdesk.
• Coordinate with Supply Chain and Engineering teams to resolve critical AOG issues.
• Lead and participate in internal meetings to address customer requirements and escalation.
• Attend and contribute to daily operations and handoff meetings.

Skills

Customer service

CRM

Education

Bachelor's degree

Tools

Freshdesk

Google Suite

Microsoft Office

Job description

Our client is an international pioneer in the aerospace industry. They are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. They aim for a better-connected, safer and more prosperous world. This location is a global leading provider of aftermarket services and solutions for the civil aerospace industry. Currently they are looking to add a Rotating Shift Customer Resolution Specialist to their team.

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 shifts on a rotating schedule ( 1st, 2nd and 3rd shift (required)
• Working level proficiency in Google Suite and Office tools
• 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.

Full-time Contract Employees Are Eligible For The Following Benefits

• Dental
• Vision
• Health
• 401K
• Holiday Pay

We thank all candidates for their application, however only those that qualify will be contacted.

Pay: $29.00 - $33.00 per hour

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education

• Bachelor's (Preferred)

Experience

• Customer Service: 3 years (Preferred)
• Microsoft Office: 3 years (Preferred)

Work Location: In person