Customer Resolution Specialist (Contract)

About the role

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About the role

What does your next challenge look like?

• At SATAIR, we believe in sustainable aviation that allows people to travel and connect across the globe.
• We are on a mission to provide world class material solutions that keep aircraft flying and extend their lifespan.
• In Satair, you can challenge the status quo, pioneer new ways of working, and generate real value for airlines and suppliers worldwide.
• Being part of the Airbus family gives us the opportunity to live a global mindset, working in international and diverse teams and collaborating across functions, sites and cultures.
• If you want to work as one team embracing a can-do attitude in a demanding environment, then we offer a great place to explore, learn, and grow, making an impact on aviation's digital and sustainable transformation.
• In this context we are looking for a Customer Resolution Specialist to join our team in Herndon, VA.
• The Customer Resolution Specialist (CRS) is responsible for responding to customer inquiries and processing orders for spare parts for Airbus aircraft, as well as parts for competitor aircraft, for customers in the Americas region.

Primary Responsibilities

• Order Processing: 60%
• 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.
• Relationship Building: 20%
• 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.
• Technical Support: 10%
• Support Sales and Finance debt account reconciliation efforts to help maximize company profitability.
• Respond to technical inquiries utilizing Technical Documentation and liaising with technical and engineering departments to respond to customer inquiries.
• Other Duties as Assigned: 10%

About You

Equipped with an Associate's Degree in Business, Sales Administration or a related field (or an equivalent combination of education and experience) and paired with professional experience ideally in Customer Service, we are looking for a team player with the following experience, skills and mindset:

• 2+ years of customer service experience in a fast-paced environment.
• Experience in the aviation industry or military support environment is highly desirable
• PC literacy, including intermediate word processing, spreadsheet, and database skills.
• Intermediate knowledge of Microsoft Office Suite (Word, Excel, Power Point, Outlook and/or Google Suite programs)
• Basic knowledge of SAP is preferred.

Physical Requirements

• Onsite 80%
• Remote 20%
• Vision: Daily able to see and read computer screen and other electronic equipment with screens, able to read documents, reports and engineering drawings.
• Hearing: Daily 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: Daily 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): Daily able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts.
• Carrying: Rarely able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs.
• Lifting: Rarely able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs.
• Pushing / Pulling: Rarely able to push and pull small office furniture and some equipment and tools.
• Sitting: Daily able to sit for long periods of time in meetings, working on computer.
• Squatting / Kneeling: Rarely able to squat or kneel to retrieve or replace items stored on low shelving.
• Standing: Daily able to stand for discussions in offices or on production floor.
• Walking (include routine walking such as to a shared printer to retrieve documents): Daily able to walk through office and production areas including uneven surfaces.
• Appropriate hearing/eye protection may also be required when visiting the shop floor.

Citizenship

• Authorized to Work in the U.S. without current or future need for visa sponsorship.

Additional information

This position is a temporary (contract) position with no specific time period but could be extended or shortened as needed. Contractors are employed by a 3rd party vendor and placed on assignment to Airbus in America.

Pay range based on the required profile

$26.00 - $33.00 per hour. Actual minimum and maximum may vary based on geographic differential. Individual pay is based on skills, experience, and other relevant factors.

By submitting your CV or application you are consenting to Satair using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Satair.

Come on board and join us at Satair, an Airbus Services Company.

VAS Aero Services is a subsidiary of Satair, an Airbus Services company

A full job description will be provided to candidates who progress to the interview stage or any candidate upon request.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.