PDS Defense, Inc. is seeking a AOG Customer Resolutions Specialist, in Herndon, VA. Job ID#214548
Job Description:
The Aircraft on Ground (AOG) Customer Resolution Specialist is responsible for reviewing, validating, coordinating resources, and collaborating with internal and external stakeholders to expedite and achieve order fulfillment of AOG purchase orders, inquires, and all customer communications related to the status and processing of purchase orders, customer inquiries and shipment status. The AOG CRS will be required to exercise critical judgment and utilize problem solving skills in order to evaluate the criticality and urgency of requests and formulate the appropriate action required to drive timely resolution and order fulfillment.
The AOG CRS Team supports a 24 Hour, 7 Days a week, 365 Day a year onsite operation. This includes holidays and weekends. AOG COS will be required to work 5 days and rotate through 3 shifts. Shift rotation schedules vary between 4 to 8 weeks.
Current Work Schedule:
1st Shift: 6:00 AM - 2:30 PM
2nd Shift: 2:00 PM - 10:30 PM
3rd Shift 8:30 PM - 7:00 AM
Meet the team:
As part of a multifunctional environment team, you will collaborate with Supply Chain, Product Management, Transportation & Logistics, and the Manufacturing and Engineering Teams to identify and drive solutions which allow customers to effectively manage their aircraft fleet and operations.
Your challenges:
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 a 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 the collaboration with 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 Engineering, Quality and Supply Chain Teams to provide status on all open AOG orders and drive resolution
Utilize technical documentation and tools (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
Your Boarding Pass:
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 (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
Job Dimensions:
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.
Benefits offered to vary by the contract. Depending on your temporary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, affordable medical coverage plan, and DailyPay (in some locations). For a full description of benefits available to you, be sure to talk with your recruiter.