AOG Customer Resolution Specialist (Contract)

About the role

The Aircraft on Ground (AOG) Customer Resolution Specialist at Satair is responsible for managing AOG purchase orders, inquiries, and customer communications. This role involves exercising critical judgment, problem-solving, and coordination with internal and external stakeholders to ensure timely resolution and order fulfillment.

Responsibilities

• 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 an 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
• Cookordination 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
• Facilitate the collaboration with available resources to achieve resolution
• Investigate, resolve, or escalate 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 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
• Perform other duties as assigned

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)
• 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

Qualifications

• Available to work all shifts on a rotating schedule (1st, 2nd and 3rd shift)
• 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

Skills

• Customer Service
• Problem Solving
• Communication
• Technical Documentation
• Team Collaboration
• Order Processing
• Customer Support
• Reporting
• Technical Support

Benefits

N/A

Pay

N/A

Schedule

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. This position is a temporary (contract) position with no specific time period but could be extended or shortened as needed.