Rotating Shift - Customer Resolution Specialist

About the role

Our client is an international pioneer in the aerospace industry, a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. They aim for a better‑connected, safer and more prosperous world. This location is a global leading provider of aftermarket services and solutions for the civil aerospace industry. 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. The Washington, D.C. metro area is home to multiple Airbus offices: the Airbus Experience Center in the nation's capital offers interactive, multimedia exhibitions highlighting the company's role in aviation, aerospace and defense; the regional corporate headquarters is located adjacent to Washington Dulles International Airport (IAD). This position is driven by customer satisfaction (CSIP). Customers expect precise communication and timely delivery; performance is measured by issue resolution speed and the number of communications required to close an issue.

Responsibilities

Order Processing / Customer Support (50%):

• 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
• 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

Customer Communication / Relationship Building (20%):

• Communicate with customers via phone and CRM tool (Freshdesk) to provide status for AOG orders
• Provide customer with alternative solutions and facilitate collaboration 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

Reporting and Technical Support (20%):

• 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

Other duties as assigned (10%):

• 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 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

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• 401(k) plan
• Holiday pay
• Paid time off

Pay

$29.00 - $33.00 per hour

Schedule

Rotating shift work required (1st, 2nd and 3rd shifts)