AOG Customer Resolution Specialist

Position: AOG Customer Resolution Specialist (Contract)
** Satair
* * is looking for a
** Customer Resolution Specialist (AOG)- Contract
** to join our team in
** Herndon, Va
*** 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 escalate 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
* 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 escalate customer complaints
* Organize and lead internal multifunctional meetings to address customer AOG requirements
* 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 US without a current or future need for visa sponsorship
* Travel up to 5% Domestic and International Satair is an Airbus Services company offering first-class material management solutions in the aviation aftermarket industry. We take pride in delivering an excellent customer experience around the clock, driving innovation, and contributing to aviation’s digital and sustainable transformation. With our global functional organisation spanning 11 sites and locations worldwide, and a team of over 1,900 people supporting a $3.3 billion turnover, you will be part of a truly global company that continues to grow year after year.

Welcome to the Satair family! If you want to know more about our business, have a closer look at our website!
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