2nd Shift AOG Customer Service Representative

Sikorsky Aircraft Corporation
Oct 15, 2016
Oct 19, 2016
Employer Type
Direct Employer
Employment Type
Full Time
**Go By Title:** 2nd Shift AOG Customer Service Representative

**Job Description:** **Job description:**

Sikorsky Aircraft Corporation is seeking an Aircraft on Ground (AOG) Customer Service Representative (CSR) for commercial aftermarket operations in Trumbull, CT.

*2nd Shift*

The selected candidate will be the primary point of customer contact for all AOG events. The AOG CSR will be co-located in the AOG Resolution Center with a team of representatives from other functional groups, all focused on rapid and accurate AOG Resolution. The AOG CSR will be assigned a primary work shift, but will also be required to adjust assigned working hours as directed by the AOG Center Manager to cover planned and unplanned absences, and changing AOG case volume.


+ Review all customer AOG material orders for completeness when received from the CSR, and process AOG material to closure.

+ Receive and process all AOG Material orders directly from customers via B2B, Email, or phone call.

+ Receive all phone calls made into the AOG Resolution Center and establish an AOG case when appropriate, or route the call appropriately to the responsible discipline.

+ Process all AOG Material orders when material is available for shipping.

+ Manage all AOG Material orders to ensure timely customer delivery or pickup.

+ Conduct the AOG Status meetings, assign actions, and track AOG to closure through the other assigned disciplines.

+ Ensure full compliance with existing ITC, shipping, and Sikorsky and Lockheed Martin procedures and processes.

+ Manage AOG cases in CRM to ensure proper workflow, documentation and timely closure.

+ Identify process improvement opportunities focused on AOG TAT and volume reduction.

+ Provide AOG status to Customer CSR's, or to customers if they contact the AOG Resolution Center directly.

+ Process warranty claims as AOG when required after the Customer CSR adjudicates claim validity.

**Auto req ID:** 35780BR

**Travel Requirements:** 10%


AA/AS Degree with 5-10+ years experience

BA/BS Degree with 2-5+ years experience

MA/MS Degree with 0-2+ years experience

**Job Function:** Sales

**Job Discipline:** Aftermarket & Service

**State:** Connecticut

**Education:** Working with computers and all Microsoft products

+ Commercial aerospace industry experience

+ Customer service

+ Purchasing / supply chain

+ Logistics

+ SAP experience strongly preferred

+ UTC ACE, Six Sigma, or Lean experience a plus

**City:** Trumbull

**Employment Type:** Full-Time

**Country:** United States

**Shift:** 2 Shift 3ec872e22a7c4bdcbfc804bd9641f980