Customer Service Agent - AOG)

Customer Service Agent - AOG Desk

• Follows relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
• Communicating with agents, suppliers, and airlines to coordinate shipment collection/delivery in a timely manner and to keep customers updated on shipment status.
• Quickly and effectively responding to AOG (Aircraft on Ground) requests in accordance with contractual parameters with the client to ensure smooth operation.
• Manage Ad hoc demands from agents, suppliers, and customers efficiently. Will be required to be available for a 24/7 shift pattern.
• Maintain contact with all parties involved throughout the process to ensure that any required aircraft parts are arranged and shipped in accordance with contract and incoterm.
• Negotiating rates and services with agents/airlines/shipping lines and providing quotes to customers/agents as needed.
• Coordinates customer issues with various company functions (such as transportation, logistics, customs clearance, and finance).
• Close collaboration with the customs clearance and transportation teams for shipment clearance, collection, and delivery.
• Ensures that agents' and third-party invoices have been checked, approved, and paid by coordinating with accounts payable.
• Ensure that the job folders are billed and closed on time.
• Update the shipment milestones in the tracker in accordance with department standards.
• Maintaining a positive, empathetic, and professional attitude toward customers always.