AOG Customer Resolution Specialist

Overview

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Customer Resolution Specialist (AOG) – Contract (Agency / Temporary).

Herndon, VA (Washington, D.C. metro area, onsite).

Five days per week, rotating through three shifts (1st, 2nd, 3rd). Shift rotation schedules vary between 4 to 8 weeks. Current work schedule: 1st Shift: 6:00AM – 2:30PM; 2nd Shift: 2:00PM – 10:30PM; 3rd Shift: 8:30PM – 7:00AM.

• Receive, process and manage AOG customer orders in CRM and ERP systems.
• Process quotations; analyze order upon receipt and validate urgency and prioritization.
• Conduct credit authorization review of orders 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.
• Coordinate with Data Management, Technical Teams, Supply Management, First‑Tier Suppliers, Pricing Team, and Supplier Management group on supplier performance and part requirements.
• Provide customer communication via phone and CRM (Freshdesk) to provide status updates, alternative solutions, and facilitate resource collaboration.
• Coordinate freight options, investigate and resolve customer complaints, and lead internal multifunctional meetings to address AOG requirements.
• Lead daily AOG meetings with Engineering, Quality, and Supply Chain Teams and provide status on open AOG orders.
• Participate in Daily Operations Management Calls and internal/customer meetings as necessary.
• Other duties as assigned.

• Bachelor’s Degree or equivalent work experience.
• 3+ years of customer service experience in a fast‑paced environment (preferably airline material management, logistics, supply chain, airline operations, or aircraft maintenance).
• Experience in the aviation industry or military support environment, technical, logistics or supply chain preferred.
• Proficiency in Google Suite and Office tools.
• Available to work all shifts on a rotating schedule.
• US citizenship or legal right to work in the U.S.; no visa sponsorship needed.
• Travel up to 5% domestic and international.

Hybrid 60% onsite, 3 days per week in office with up to 2 WFH days. Must be able to read and write, hear and speak. Tasks include operating office equipment, carrying up to 30lbs, lifting and pushing small furniture. Travel independently on short notice.

Airbus provides equal opportunities to all individuals seeking assignment with Airbus 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. Airbus complies with applicable state and local laws governing nondiscrimination.