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Call Center/Customer Service

AOG Customer Resolution Specialist- Herndon, VA henrdon, VA Posted: 6/26/2026

Job Description

Job ID#:

218736

Job Category:

Call Center/Customer Service

Position Type:

Associate - W2

Shift:

1

?? AOG Customer Resolution Specialist

Location: Herndon, VA

Company: PDS Defense, Inc.

?? Role Overview

The Aircraft on Ground (AOG) Customer Resolution Specialist is a high-urgency, operations-focused role responsible for managing and expediting critical aircraft parts orders. This role ensures rapid resolution of AOG situations by coordinating across engineering, supply chain, and suppliers while maintaining constant communication with customers.

This is a 24/7 operations role requiring rotating shifts.

? Schedule

• 5 days/week with rotating shifts (every 4-8 weeks)

• Shifts:

• 1st: 6:00 AM - 2:30 PM

• 2nd: 2:00 PM - 10:30 PM

• 3rd: 8:30 PM - 7:00 AM

• Includes nights, weekends, and holidays

?? Key Responsibilities

?? Order Processing & Customer Support (50%)

• Manage AOG orders in CRM and ERP systems

• Process quotes and validate urgency of orders

• Handle credit authorization and release holds for urgent situations

• Escalate critical issues and coordinate with engineering teams

• Manage drop shipments and supplier coordination

• Resolve pricing and part discrepancies

?? Customer Communication (20%)

• Provide real-time updates via phone and CRM (Freshdesk)

• Offer alternative solutions to meet urgent needs

• Coordinate freight/logistics for on-time delivery

• Investigate and resolve customer complaints

• Lead internal coordination for AOG cases

?? Reporting & Technical Coordination (20%)

• Lead shift handoffs and daily AOG status meetings

• Partner with Engineering, Quality, and Supply Chain teams

• Use technical tools (e.g., 220 World) to find solutions

• Provide updates in operations calls

?? Other (10%)

• Additional duties as needed

? Basic Qualifications

• Bachelor's degree OR equivalent experience

• 3+ years in customer service in fast-paced environments

• Availability for rotating shifts (required)

? Preferred Background

• Aviation, aerospace, or military environment

• Experience in:

• Supply chain / logistics

• Airline operations or maintenance

• Material management

• Familiarity with ERP/CRM systems

• Strong problem-solving and decision-making ability

?? Key Traits for Success

• Thrives under pressure and urgency

• Strong communication across multiple stakeholders

• Quick decision-maker with sound judgment

• Customer-first mindset (critical KPI: speed + resolution quality)

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