AOG Sales Support Manager (Direct Placement)

Aston Carter•Garden Grove, CA

1d•$100,000 - $112,000•Onsite

About The Position

The AOG Sales Support Manager is responsible for overseeing the Customer Service Representative Team for Aircraft On Ground (AOG) and ensuring timely, accurate order processing and responses. This role involves managing and tracking approved customer RFQs, orders, and billing, while working closely with the Supply Chain team and Program Management to address and resolve any order issues.

Requirements

7+ years of experience in order management, customer service, or sales support in a manufacturing setting.
2+ years of people leadership experience.
3+ years working in AOG (Aircraft on Ground).
Experience with ERP/MRP systems.
Mid-level to advanced proficiency in Excel, including VLOOKUP and pivot tables.
Basic knowledge of PowerPoint.
Strong leadership abilities and effective communication skills.
ITAR compliance.

Nice To Haves

Bachelor's degree preferred, though experience may substitute for education.
Proficiency in customer service management.
Ability to motivate and engage a team in high-pressure situations.
Proactive, team-oriented, and collaborative.

Responsibilities

Ensure the team processes internal and external customer purchase orders and requests promptly.
Review customer orders for accuracy, whether received via EDI, web portal, or email.
Proactively identify and address issues with orders to maintain accuracy and customer satisfaction.
Understand all aspects of the Order Management process.
Provide training and guidance to Order Processors, assisting co-workers with order issues.
Evaluate, refine, and document current processes and procedures.
Partner with Sales, Operations, Quality, and Finance to streamline processes impacting Order Management.
Maintain and update the company's order processing manual, ensuring clarity and alignment with standards.
Ensure order accuracy by reviewing daily order decks.
Monitor Order Processing productivity and SOM activity.
Ensure team can effectively resolve customer issues and concerns.
Analyze and evaluate complex customer issues to determine appropriate resolutions.
Develop and maintain excellent rapport with both internal and external customers.
Manage customer's backlog orders and billing processes.
Ensure continuous training and up-to-date knowledge of M3 products and order processes.
Track and ensure successful billing and invoicing to customers.
Collaborate with Program Management and the Contracts team to reduce errors and inefficiencies.
Oversee team operations, including work assignments, personnel decisions, and schedule coordination.
Audit and implement any new tools or platforms.
Create and monitor KPIs for the team.
Work extended hours at month-end and quarter-end as required, possibly including weekends.