AOG Customer Resolutions Specialist

Call Center/Customer Service

AOG Customer Resolutions Specialist Herndon, VA Posted: 12/4/2025

Job Description

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 exercise critical judgment and utilize problem‑solving skills 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 days a year onsite operation, including holidays and weekends. The AOG COS will work 5 days and rotate through 3 shifts, with shift rotation schedules ranging from 4 to 8 weeks.

• 1st Shift: 6:00 AM - 2:30 PM
• 2nd Shift: 2:00 PM - 10:30 PM
• 3rd Shift: 8:30 PM - 7:00 AM

As part of a multifunctional environment team, you will collaborate with Supply Chain, Product Management, Transportation & Logistics, and Manufacturing and Engineering teams to identify and drive solutions that allow customers to effectively manage their aircraft fleet and operations.

• Receive, process and manage AOG customer orders in CRM tool and ERP system.
• Process quotations.
• Analyze order upon receipt and validate urgency and prioritization.
• Conduct credit authorization review of orders, including customers above their credit limit with an AOG situation, and release orders on credit hold for processing.
• Identify and elevate potential urgent situations on critical orders and explore technical solutions with the 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 not established in the ERP system.
• Manage and coordinate AOG Drop‑Shipments with Supply Management and first‑tier suppliers.
• Identify, communicate and coordinate with the Pricing Team to resolve price discrepancies.

• Communicate with customers via phone and CRM tool (Freshdesk) to provide status for AOG orders.
• Provide customers with alternative solutions and facilitate collaboration 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.

• Coordinate handoff meetings with AOG team members at the end of each shift.
• Lead daily AOG meetings with Engineering, Quality and Supply Chain teams to provide status on all open AOG orders and drive resolution.
• Utilize technical documentation and tools (220 World) to explore alternative solutions and liaise with technical and engineering departments to respond to customer inquiries.
• Participate in the Daily Operations Management Call and provide updates for priority cases and open orders.
• Participate and collaborate in internal and customer meetings.

• Perform other duties as assigned.

• 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.
• Able to work in the U.S. without a current or future need for visa sponsorship.
• Travel up to 5% Domestic and International.

This position is driven by customer satisfaction (CSIP). The customers who come to…