Posted today
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Unspecified
Unspecified
Herndon, VA (On-Site/Office)
AOG Customer Resolution Specialist
📍 Herndon, VA
🆔 Job ID: 216179
About the Role
PDS Defense, Inc. is seeking a highly motivated Aircraft on Ground (AOG) Customer Resolution Specialist to support a fast-paced, 24/7/365 operational environment. In this role, you will review, validate, and coordinate resources to expedite order fulfillment for AOG purchase orders while serving as a key communication link between our customers and internal stakeholders.
This position requires sound judgment, strong problem-solving skills, and the ability to assess urgency while driving timely resolution for critical customer needs.
Work Schedule
This team operates 24/7/365 onsite, including holidays and weekends.
The AOG CRS rotates through three shifts, with rotation cycles ranging 4-8 weeks.
Current Shifts:
Order Processing & Customer Support (50%)
Required:
Preferred:
Success is measured by speed and accuracy of issue resolution and minimizing repeat communications. AOG customers expect precise, timely updates and resolution in a highly sensitive operational environment.
Physical Requirements
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.
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:
📍 Herndon, VA
🆔 Job ID: 216179
About the Role
PDS Defense, Inc. is seeking a highly motivated Aircraft on Ground (AOG) Customer Resolution Specialist to support a fast-paced, 24/7/365 operational environment. In this role, you will review, validate, and coordinate resources to expedite order fulfillment for AOG purchase orders while serving as a key communication link between our customers and internal stakeholders.
This position requires sound judgment, strong problem-solving skills, and the ability to assess urgency while driving timely resolution for critical customer needs.
Work Schedule
This team operates 24/7/365 onsite, including holidays and weekends.
The AOG CRS rotates through three shifts, with rotation cycles ranging 4-8 weeks.
Current Shifts:
- 1st Shift: 6:00 AM - 2:30 PM
- 2nd Shift: 2:00 PM - 10:30 PM
- 3rd Shift: 8:30 PM - 7:00 AM
Order Processing & Customer Support (50%)
- Receive, process, and manage AOG customer orders in CRM and ERP systems
- Process quotations and validate order urgency and prioritization
- Perform credit authorization and release AOG orders on credit hold
- Escalate critical orders and coordinate technical solutions with In-Service Engineering
- Provide supplier performance feedback to Supplier Management
- Resolve part requirements with Data Management and Technical teams
- Manage AOG drop-shipments with Supply Management and suppliers
- Work with Pricing to resolve price discrepancies
- Communicate with customers via phone and Freshdesk
- Offer alternative solutions and coordinate resources to support resolution
- Work with Supply Chain Officers to determine optimal freight options
- Investigate and resolve customer complaints; escalate as needed
- Lead internal cross-functional meetings on AOG requirements
- Conduct handoff meetings at each shift change
- Lead daily AOG meetings with Engineering, Quality, and Supply Chain
- Use technical documentation (Airbus 220 World) to support inquiries
- Participate in daily Operations Management calls
- Support internal and customer meetings
- Perform additional responsibilities as assigned
Required:
- Bachelor's degree or equivalent experience
- 3+ years customer service experience in a fast-paced setting
- Preferred industries: aviation materials, logistics, supply chain, airline operations, aircraft maintenance
- Experience in aviation or military support environments preferred
- Ability to work all rotating shifts
- Proficiency with Google Suite and MS Office
- Ability to work in the U.S. without visa sponsorship
- Ability to travel up to 5% (domestic & international)
Preferred:
- Fluency in Mandarin
Success is measured by speed and accuracy of issue resolution and minimizing repeat communications. AOG customers expect precise, timely updates and resolution in a highly sensitive operational environment.
Physical Requirements
- Hybrid (60% onsite): Must work 3 days/week onsite with up to 2 WFH days
- Ability to:
- Read computer screens, documents, and engineering drawings
- Participate in meetings in-person and virtually
- Lift/carry up to 30 lbs (14 kg)
- Walk through office and production areas (including uneven surfaces)
- Sit, stand, squat, kneel as needed
- Operate standard office equipment
- Must be able to travel independently on short notice
- PPE: Safety shoes required for shop floor visits; additional hearing/eye protection may be required
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.
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
group id: 9117PDSD