About the Role
We’re looking for a detail-oriented, customer-focused professional to support end-to-end order management for our customer base. This role is pivotal in ensuring timely and accurate processing of customer requests, purchase/sales orders, and critical AOG situations—delivering a seamless experience that reflects our quality and commitment.
You’ll collaborate closely with the AOG Desk, Warehouse, Quality, and Finance teams to process orders, resolve invoice discrepancies, and maintain proactive communication with customers.
Key Responsibilities
Order & Documentation Management
• Create and update customer sales orders, ensuring accuracy and completeness.
• Handle Aircraft on Ground (AOG) orders: create/update customer SO within 1 hour of contact from the AOG Desk.
• Validate customer requests, fill data plate request forms, process orders, and coordinate with Warehouse to ensure the correct part is shipped.
• Supply stock availability and status information to customers upon request.
Returns, Quality & Financial Adjustments
• Raise Quality Notifications (QN) based on customer reported discrepancy.
• Create Return Material Authorizations (RMA) when appropriate/authorized.
• Process Credit Memos and Debit Memos as applicable.
• Process Free of Charge (FOC) orders when applicable.
• Execute invoice cancellation and order cancellation procedures; provide timely status updates to customers.
Issue Resolution & Controls
• Supply missing documentation, fix unmatched invoices, clear ZCHK blocks, add ESNs to ZMRPCOMMIT for Critical Part list (CPL).
• Allocate, panic, and reschedule on CAM request to meet operational needs.
• Ensure all process steps are incorporated into standard work and followed consistently.
Customer Communication & SLAs
Acknowledge all customer requests on the same business day as received.
Reply with resolution or status within 1 business day; for end-users, respond directly and courteously.
Collect and process customer RFQs (price/availability), clearly delineating by customer category (end user vs broker), and respond per policy.
Qualifications
Bachelor’s degree in Business, Supply Chain, Engineering, or related field (or equivalent experience).
4–8 years of experience in Order Management / Sales Operations / Customer Support, in Aviation/Aerospace is must.
Skills & Competencies
Exceptional attention to detail and accuracy under time-sensitive scenarios (especially AOG).
Clear, empathetic written and verbal communication with customers and internal teams.
Strong problem-solving, coordination, and follow-through skills.
Ability to multitask and prioritize—particularly for escalations and urgent operational requests.
Collaborative mindset with a focus on continuous improvement and standard work.
Performance Metrics (KPIs)
SLA Compliance:
• Same-day acknowledgement rate (% of customer requests acknowledged same business day).
• 1-business-day resolution/status rate.
• AOG PO/SO creation/update within 1 hour from AOG Desk contact.
Quality & Accuracy:
• Order accuracy rate; error-free documentation rate; timely closure of RMAs/QNs.
