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
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.
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 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