Customer Resolution Specialist

About the role

Satair is looking for a Customer Order Specialist to join our team based in Herndon, Virginia. The Customer Order Specialist (COS) is responsible for responding to customer inquiries and processing orders for spare parts for Airbus aircraft, as well as parts for competitor aircraft, for customers in the Americas region.

You will get an exciting job in an innovative, growing, global company with a world-class service ambition. Our culture is non-bureaucratic, with a hands-on professional approach and customer-centric mindset. What we do is so much more than distribution, support and service; we deliver excellence when it’s needed and where it’s needed, so people all over the world can connect.

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!

Responsibilities

• Order Processing: 60% – Process customer orders, quotations, initial order receipts, order entry, sourcing escalation, backorders, general logistics, etc. for aircraft parts and services in response to customer needs. Provide requested information on part availability, cost, sourcing, returns, discrepancies, transportation, delivery, and follow up to meet customer expectations.
• Relationship Building: 20% – Engage in basic level relationship-building with customers emphasizing the positive services and qualities of the Satair Group to encourage customer confidence and grow the business. Identify alternative solutions and steer customers to proper sources for required material to ensure complete customer service and satisfaction.
• Technical Support: 10% – Support Sales and Finance debt account reconciliation efforts to help maximize company profitability. Respond to technical inquiries utilizing Technical Documentation and liaising with technical and engineering departments to respond to customer inquiries.
• Other Duties as Assigned: 10%

Requirements

• Education: An Associate’s Degree in Business, Sales Administration or a related field or an equivalent combination of education and experience is required.
• Experience: 2+ years of customer service experience in a fast-paced environment is required. Experience in the aviation industry or military support environment is preferred.

Skills

• PC literacy, including intermediate word processing, spreadsheet, data entry and database skills.
• Basic knowledge of Google Suites (Sheets, docs, slides).
• Basic knowledge of SAP (preferred).

Benefits

• 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,