AEROCONTACT
AOG Specialist (H/F) - SAFRAN AEROSYSTEMS SERVICES AMERICAS, LLC
AEROCONTACT, Peachtree City, Georgia, us, 30270
AOG Specialist (H/F) - SAFRAN AEROSYSTEMS SERVICES AMERICAS, LLC
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AOG Specialist (H/F) - SAFRAN AEROSYSTEMS SERVICES AMERICAS, LLC
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AEROCONTACT
Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 100 000 collaborateurs pour un chiffre d'affaires de 27,3 milliards d'euros en 2024, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran est la 2ème entreprise du secteur aéronautique et défense du classement « World's Best Companies 2024 » du magazine TIME. Safran Aerosystems est l'un des leaders mondiaux des systèmes aéronautiques dédiés à la sécurité des avions et hélicoptères ainsi qu'à la gestion des fluides et du carburant. La société est un acteur clé dans le domaine de la sécurité des vols (oxygène, évacuation, flottabilités) et participe à la décarbonation de l'aviation grâce aux carburants alternatifs durables et aux nouvelles architectures moteurs. Elle compte 5200 collaborateurs répartis dans 7 pays.
Mission description DUTIES AND RESPONSIBILITIES
Manage the AOG telephone line and the mailbox for all customer requests in the SAS CRM/Salesforce, in accordance with contractual conditions (quotations/orders), from receipt of the request to the shipment of the part/customer confirmation of receipt.
Ensure that all daily requests have been processed before handing over AOG responsibilities to the next team (no pending emails at the end of the day).
Respond to immediate part availability request and quotation inquiries within short deadlines (1 hour for customer response 4 hours for part availability information for an AOG).
Ensure the AOG request is eligible and submit it to AOG Desk Management for decision.
Enter customer orders (new orders or updates to existing orders).
Collect pricing information for parts without predefined prices.
Ensure export compliance in accordance with the export control department.
Propose delivery lead times matching customer expectations (same-day CRD for an AOG).
Place internal orders (OA) with the BUs if the part is not available in CSS stock.
Ensure AOG fees are correctly applied when necessary.
Request and monitor order line progress with the solutions provider or other stakeholders such as BUs, warehouses, finance, pricing, FO, etc.
Monitor the AOG, AOG EDI, and AOG Upgrade order backlog in line with contractual requirements and manage claims with management support.
Coordinate request between the different BUs, CIW, and internal services.
Manage the telephone handover between the 3 Follow the Sun regions and OEMs with clear explanations and instructions.
Ensure daily updates to Handover message and information relating to pending actions.
Ensure prompt regularization of orders processed outside the ERM (OEMs during weekends and holidays).
Guarantee the success of AOG request through end‑to‑end follow‑up until closure of cases.
Close requests after sending the invoice, delivery tracking, or POD to the customer.
Manage the number of open requests in Salesforce in line with ongoing AOG orders, ensuring accurate data in each request and in templates.
To accomplish this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
REQUIREMENTS
a) Knowledge and Skills
Technical aptitude
Proficiency with ERP (M3), MS Office tools, Bi Tool, CRM Salesforce experience preferred
Accurate data entry
Ability to work with people in a team environment.
Strong multitasking and time‑management skills.
Abel to prioritize responsibilities with a strong sense of urgency
Ability to adapt to change
Developed problem solving skills and the ability to focus attention on details
Interpersonal and team building skills
b) Competencies
Decision Making
Problem Solving
Communication
Integrity
Adaptability
Teamwork
Work Standards
c) Education and/or Experience
BS/BA degree preferred with 5 years of experience in customer service
Previous customer service and or industry experience preferred
d) Communication Skills
Excellent oral and written communication skills essential for interaction with customers as well as excellent phone etiquette (written, verbal, and interpersonal)
Candidates for positions with SAU must be legally authorized to work in the United States. Employment eligibility verification will be required at the time of hire. Visa sponsorship is not available for this position.
This description has been designed to indicate the general nature & level of work performed by an employee within this position. The actual duties, responsibilities & qualifications may vary based on assignment or group.
All qualified applicants will receive consideration for employment without regard to race, color, age, ethnicity, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status, genetic data or other legally protected status. SAU is committed to working with & providing reasonable accommodation to individuals with physical & mental disabilities. To verify the information in the job listing or if you need special assistance or an accommodation while seeking employment, please e-mail hr-sau.sao@safrangroup.com. We will make a determination on your request for reasonable accommodation on a case‑by‑case basis. SAU is an Equal Opportunity Employer Veterans/Disabled | Drug Free Workplace.
Seniority level
Director
Employment type
Full-time
Job function
Other
Staffing and Recruiting
#J-18808-Ljbffr
AOG Specialist (H/F) - SAFRAN AEROSYSTEMS SERVICES AMERICAS, LLC
role at
AEROCONTACT
Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 100 000 collaborateurs pour un chiffre d'affaires de 27,3 milliards d'euros en 2024, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran est la 2ème entreprise du secteur aéronautique et défense du classement « World's Best Companies 2024 » du magazine TIME. Safran Aerosystems est l'un des leaders mondiaux des systèmes aéronautiques dédiés à la sécurité des avions et hélicoptères ainsi qu'à la gestion des fluides et du carburant. La société est un acteur clé dans le domaine de la sécurité des vols (oxygène, évacuation, flottabilités) et participe à la décarbonation de l'aviation grâce aux carburants alternatifs durables et aux nouvelles architectures moteurs. Elle compte 5200 collaborateurs répartis dans 7 pays.
Mission description DUTIES AND RESPONSIBILITIES
Manage the AOG telephone line and the mailbox for all customer requests in the SAS CRM/Salesforce, in accordance with contractual conditions (quotations/orders), from receipt of the request to the shipment of the part/customer confirmation of receipt.
Ensure that all daily requests have been processed before handing over AOG responsibilities to the next team (no pending emails at the end of the day).
Respond to immediate part availability request and quotation inquiries within short deadlines (1 hour for customer response 4 hours for part availability information for an AOG).
Ensure the AOG request is eligible and submit it to AOG Desk Management for decision.
Enter customer orders (new orders or updates to existing orders).
Collect pricing information for parts without predefined prices.
Ensure export compliance in accordance with the export control department.
Propose delivery lead times matching customer expectations (same-day CRD for an AOG).
Place internal orders (OA) with the BUs if the part is not available in CSS stock.
Ensure AOG fees are correctly applied when necessary.
Request and monitor order line progress with the solutions provider or other stakeholders such as BUs, warehouses, finance, pricing, FO, etc.
Monitor the AOG, AOG EDI, and AOG Upgrade order backlog in line with contractual requirements and manage claims with management support.
Coordinate request between the different BUs, CIW, and internal services.
Manage the telephone handover between the 3 Follow the Sun regions and OEMs with clear explanations and instructions.
Ensure daily updates to Handover message and information relating to pending actions.
Ensure prompt regularization of orders processed outside the ERM (OEMs during weekends and holidays).
Guarantee the success of AOG request through end‑to‑end follow‑up until closure of cases.
Close requests after sending the invoice, delivery tracking, or POD to the customer.
Manage the number of open requests in Salesforce in line with ongoing AOG orders, ensuring accurate data in each request and in templates.
To accomplish this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
REQUIREMENTS
a) Knowledge and Skills
Technical aptitude
Proficiency with ERP (M3), MS Office tools, Bi Tool, CRM Salesforce experience preferred
Accurate data entry
Ability to work with people in a team environment.
Strong multitasking and time‑management skills.
Abel to prioritize responsibilities with a strong sense of urgency
Ability to adapt to change
Developed problem solving skills and the ability to focus attention on details
Interpersonal and team building skills
b) Competencies
Decision Making
Problem Solving
Communication
Integrity
Adaptability
Teamwork
Work Standards
c) Education and/or Experience
BS/BA degree preferred with 5 years of experience in customer service
Previous customer service and or industry experience preferred
d) Communication Skills
Excellent oral and written communication skills essential for interaction with customers as well as excellent phone etiquette (written, verbal, and interpersonal)
Candidates for positions with SAU must be legally authorized to work in the United States. Employment eligibility verification will be required at the time of hire. Visa sponsorship is not available for this position.
This description has been designed to indicate the general nature & level of work performed by an employee within this position. The actual duties, responsibilities & qualifications may vary based on assignment or group.
All qualified applicants will receive consideration for employment without regard to race, color, age, ethnicity, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status, genetic data or other legally protected status. SAU is committed to working with & providing reasonable accommodation to individuals with physical & mental disabilities. To verify the information in the job listing or if you need special assistance or an accommodation while seeking employment, please e-mail hr-sau.sao@safrangroup.com. We will make a determination on your request for reasonable accommodation on a case‑by‑case basis. SAU is an Equal Opportunity Employer Veterans/Disabled | Drug Free Workplace.
Seniority level
Director
Employment type
Full-time
Job function
Other
Staffing and Recruiting
#J-18808-Ljbffr