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AOG Customer Resolutions Specialist

PDS Defense • Herndon, VA • 1h ago

Call Center/Customer Service

AOG Customer Resolutions Specialist Herndon, VA Posted: 12/4/2025

Job Description

Job ID#:

214548

Job Category:

Call Center/Customer Service

Position Type:

Associate - W2

Shift:

PDS Defense, Inc. is seeking a AOG Customer Resolutions Specialist, in Herndon, VA. Job ID#214548

Job Description:

The Aircraft on Ground (AOG) Customer Resolution Specialist is responsible for reviewing, validating, coordinating resources, and collaborating with internal and external stakeholders to expedite and achieve order fulfillment of AOG purchase orders, inquires, and all customer communications related to the status and processing of purchase orders, customer inquiries and shipment status. The AOG CRS will be required to exercise critical judgment and utilize problem solving skills in order to evaluate the criticality and urgency of requests and formulate the appropriate action required to drive timely resolution and order fulfillment.

The AOG CRS Team supports a 24 Hour, 7 Days a week, 365 Day a year onsite operation. This includes holidays and weekends. AOG COS will be required to work 5 days and rotate through 3 shifts. Shift rotation schedules vary between 4 to 8 weeks.

Current Work Schedule:

1st Shift: 6:00 AM - 2:30 PM

2nd Shift: 2:00 PM - 10:30 PM

3rd Shift 8:30 PM - 7:00 AM

Meet the team:

As part of a multifunctional environment team, you will collaborate with Supply Chain, Product Management, Transportation & Logistics, and the Manufacturing and Engineering Teams to identify and drive solutions which allow customers to effectively manage their aircraft fleet and operations.

Your challenges:

Order Processing / Customer Support: 50%

Receive, process and manage AOG customer orders in CRM tool and ERP system

Process quotations

Analyze order upon receipt and validate order urgency and prioritization

Conduct credit authorization review of orders including customers above their credit limit with a AOG situation and release orders on credit hold for processing

Identify and escalate potential urgent situations on critical orders and explore technical solutions with In-Service Engineering Team

Provide feedback and reporting to the Supplier Management group on supplier performance

Coordinate with Data Management and Technical Teams to resolve part requirements that have not been established in ERP system

Manage and coordinate AOG Drop-Shipments with Supply Management and First Tier Suppliers

Identify, communicate and coordinate with Pricing Team to resolve price discrepancies

Customer Communication / Relationship Building: 20%

Communicate with customers via phone and CRM tool (Freshdesk) to provide status for AOG orders

Provide customer with alternative solutions and facilitate the collaboration with between the customer and available resources to achieve resolution

Coordinate with Supply Chain Officer to establish optimal freight options as necessary to ensure on-time delivery

Investigate, resolve or escalate customer complaints

Organize and lead internal multifunctional meetings to address customer AOG requirements

Reporting and Technical Support: 20 %

Coordinate Handoff Meetings with AOG Team Members at the end of each shift

Lead daily AOG meetings with Engineering, Quality and Supply Chain Teams to provide status on all open AOG orders and drive resolution

Utilize technical documentation and tools (220 World) to explore alternative solutions and liaise with technical and engineering departments to respond to customer inquiries

Participate on Daily Operations Management Call and provide updates as necessary for priority cases and open orders

Participate and collaborate in internal and customer meetings

Other duties as assigned: 10%

Perform other duties as assigned

Your Boarding Pass:

Bachelor's Degree or equivalent applicable work experience

3+ Years of customer service experience in a fast paced environment.( Preferably within airline material management, logistics, supply chain, airline operations or aircraft maintenance )

Experience in the aviation industry or military support environment, either technical, logistics or supply chain preferred

Available to work all shifts on a rotating schedule ( 1st, 2nd and 3rd shift (required)

Working level proficiency in Google Suite and Office tools

Able to work in the US without a current or future need for visa sponsorship

Travel up to 5% Domestic and International

Job Dimensions:

This position is driven by customer satisfaction (CSIP). The customers who come to us for AOG support expect a certain level of precise communication and ability to deliver in a time sensitive environment. We are measured by how fast we can resolve an issue, and how many times we had to communicate to close the issue.

Benefits offered to vary by the contract. Depending on your temporary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, affordable medical coverage plan, and DailyPay (in some locations). For a full description of benefits available to you, be sure to talk with your recruiter.

Job Requirements

Minimum Security Clearance:

No Clearance

Military connected talent encouraged to apply.

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit http://www.tadpgs.com/candidate-privacy/ or https://pdsdefense.com/candidate-privacy/

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

The California Fair Chance Act

Los Angeles City Fair Chance Ordinance

Los Angeles County Fair Chance Ordinance for Employers

San Francisco Fair Chance Ordinance

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled

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