(AOG) Customer Resolution Specialist

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!

How we care for you

• Financial Rewards: Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan (“ESOP”)
• Work/Life Balance: Paid time off including personal time, holidays and a generous paid parental leave program.
• Health & Welfare: Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan (“EAP”) and other supplemental benefit coverages.
• Individual Development: Upskilling and development opportunities through our global Leadership University, including unlimited access to 10,000+ e-learning courses focusing on ways to develop your employability, certifications, career path as well as the opportunity to participate in accelerated development programmes and both national and international mobility.

Your challenges

• Receive, process and manage AOG customer orders in CRM tool and ERP system
• Analyze order upon receipt and validate order urgency and prioritization
• Provide feedback and reporting to the Supplier Management group on supplier performance
• Communicate with customers via phone and CRM tool (Freshdesk) to provide status for AOG orders
• Build rapport with customers in order to establish relationship and trust
• 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

Your boarding pass

• 3+ Years of customer service experience in a fast paced environment
• Experience in the aviation industry or military support environment, either technical, logistics or supply chain preferred
• This department operates on a 24/7/365 schedule in 3 shifts. Employees of this department rotate through all 3 shifts on a regular schedule (4 or 8 weeks). Must be willing and able to support this work schedule.
• Able to work in the US without a current or future need for visa sponsorship

Physical requirements

Onsite or remote: Onsite 80% 20% remote

• Vision: able to see and read computer screen and other electronic equipment with screens, able to read documents, reports and engineering drawings.
• Hearing: able to hear to participate in conversations in person and via teleconference or phone and to hear sounds on production floor including safety warnings or alarms.
• Speaking: able to speak in conversations and meetings, deliver information and participate in communications.
• Equipment Operation: able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts
• 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 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 production floor
• Travel: able to travel independently and at short notice.
• Walking: 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 sit. 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.