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Customer Order Specialist - Aircraft of Ground

Satair USA Inc. Ashburn Full-Time
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Position Summary: 

The AOG Customer Order Specialist is responsible for responding to customer inquiries and processing orders for spare parts for Airbus aircraft for customers in the Americas region 24-hours, 365 days a year. This position provides high-priority and emergency logistical sales and technical product support for Airbus customers related to material, logistics and supplier issues and purchase orders.

Primary Responsibilities:

  • Process customer orders, quotations, initial order receipts, order entry, sourcing, escalation, backorders, general logistics, etc. for aircraft parts and services in response to customer needs.
  • Provide requested information on part availability, cost, sourcing, returns, discrepancies, transportation, delivery, and follow up to meet customer expectations.
  • Follow-up with Hamburg AOG to ensure all efforts are being made to satisfy orders supplied via production and suppliers.   Liaison between American customers, product links in Europe and AIRTAC to ensure efficient handling of orders. 
  • Ensure customer shipping specifications are followed for critical orders and resolve discrepancies working with internal and external customers.  Communicate potential urgent situations on critical orders and explore technical solutions.  
  • Identify and direct customers to proper source for supplier-related material if required.  Provide feedback and reporting to supplier management group on supplier performance.
  • Engage in basic level relationship-building with customers emphasizing the positive services and qualities of the Satair Group to encourage customer confidence and grow the business.
  • Identify alternative solutions and steer customers to proper sources for required material to ensure complete customer service and satisfaction.
  • Respond to technical inquiries utilizing Technical Documentation and liaising with technical and engineering departments to respond to customer inquiries.

Qualified Experience / Skills / Training:

Education:

  • An Associates Degree combination of education and prior aviation experience is required.
  • A B.S. in business, engineering or related field is preferred.

Experience:

  • 2-3 years of customer service experience in a fast-paced environment is required.
  • Experience in the aviation industry or military support environment is preferred.

Knowledge, Skills, Demonstrated Capabilities:

  • Ability to respond to customers with efficiency and engage in positive interpersonal exchanges with customers, managers and team members.
  • Ability to understand and follow Export Compliance regulations required.
  • Ability to reference Technical Documentation and provide information requested by customers.
  • Knowledge of aircraft parts would be advantageous.
  • Has demonstrated a high professional integrity and ethical standards.
  • Has demonstrated a high level of energy, persistence and "can do" attitude.
  • Detail oriented and self-driven.

Skills required

Customer Service
Operate Cash Register
Identify Customer Need
Resolve Customer Issue
Retention Management
Help Customer

Location

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Customer Order Specialist - Aircraft of Ground
Estimated Salary: $64K
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Satair provides genuine OEM parts distribution and offers an exhaustive and innovative multi-fleet service portfolio to OEMs and customers. In addition, the company provides genuine Airbus Material Support and is the sole Airbus authorised distributor for a wide range of Proprietary Products and Services accessible through the trading partner Airbus SAS. Satair is a stand-alone company and Airbus subsidiary.

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