Customer Order Specialist (Aircraft On Ground)
With more than USD 1.4 bn in revenue, Satair is a 100% wholly owned subsidiary of Airbus SAS and a world leader in sales and distribution of spare parts for aircraft maintenance. We integrate the entire aerospace value chain connecting both ends of the aerospace aftermarket. Every day our 1,000 employees at 10 offices and locations around the world work hard to build and sustain supplier relationships and to support airlines and MROs in optimizing their spare parts management, maximizing their distribution networks and realizing their business potential. We are devoted to creating innovative and reliable solutions for our business partners, continuously lifting industry standards. What we do is so much more than distribution, support and service. We deliver excellence. We connect people and business partners all over the world. You will get a challenging job in an innovative, growing, global company with a world-class service ambition. Our culture is non-bureaucratic, with a hands-on professional approach and always focused on how Satair can help our customers and suppliers become more competitive in the long term. AIRBUS requires that all employees, temporary workers, and contractors of Airbus will be fully vaccinated by December 8, 2021 or prior to employment. 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: 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. 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. 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% Respond to technical inquiries utilizing Technical Documentation and liaising with technical and engineering departments to respond to customer inquiries. Additional Responsibilities: Other duties as assigned: 10% Perform other duties as assigned. Qualified Experience / Skills / Training: Education: An Associate's Degree in Business, Sales Administration or a related field or an equivalent combination of education and experience is required. A./BS in Business, Engineering or related field is preferred. Experience: 2+ 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. Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages): Strong command of English, written and verbal. Knowledge of other European languages highly desirable (German, French, Spanish, etc). Technical Systems Proficiency: PC literacy, including intermediate word processing, spreadsheet, and database skills. Basic knowledge of Microsoft Office Suite (Word, Excel, Power Point, Outlook, ) Basic knowledge of SAP, preferred Travel Required: Up to 5 % Domestic and International Eligibility: Able to work in the US without a current or future need for visa sponsorship Clearance: None Decision Making, Complexity: Able to provide answers to complex technical inquiries related to ordering airplane parts and services. Able to decide to escalate order processing and material sourcing issues to management. Organizational information: Job Dimensions, Contributions to Success: Able to respond to customers with efficiency and engage in positive interpersonal exchanges with customers to build confidence in the Satair Group. Able to efficiently process orders in order to contribute to overall company profitability. Nature of Contacts: Involved communication on a daily basis with internal and external parties SATAIR USA, Inc. is an equal opportunity employer and does not discriminate in employment on the basis of race, color, religion, sex, national origin, citizenship status, age, disability, political affiliation or belief. As a matter of policy, SATAIR USA, Inc., does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. SATAIR USA, Inc. does not offer tenured or guaranteed employment. Either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.