(AOG) Customer Resolution Specialist

Airbus•Herndon, VA

1d•Onsite

About The Position

The Aircraft on Ground (AOG) Customer Resolution Specialist (CRS) is responsible for reviewing, validating, coordinating resources, and collaborating with internal and external stakeholders to expedite and achieve order fulfillment of AOG purchase orders, inquiries, and all customer communications related to the status and processing of purchase orders, customer inquiries and shipment status. 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.

Requirements

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
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 (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): 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
Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces.

Nice To Haves

Experience in the aviation industry or military support environment, either technical, logistics or supply chain preferred

Responsibilities

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

Benefits

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