CDI – Customer and Logistics support Officer (Junior/Senior) H/F

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Date de début





United Arab Emirates


We are looking for a Customer & Logistics Support Officer to be responsible for the supply chain management of aircraft repairable components.


As a Customer support officer,

You will organize and monitor the repair dispatch and repair activities of the components.

You will act as a liaison and provide product/services information as well as resolve any emerging problems that our clients might face with accuracy and efficiency, in close cooperation with the Account Managers and supply chain officers based in Dubai and Paris.


Your mission will be to ensure excellent service standards and to maintain high customer satisfaction.

Job description



  • Day-to-day operational support of our regional customers: component return, supply and repair
  • Review repair quotations, identify discrepancies and negotiation with the repair station
  • Seek repair quotation approval from the customer
  • Coordination with the around-the-clock AOG team and on duty for Spares located in Dubai’s pool
  • Responsiveness to urgent requirements 24/7, outside normal working hours without delay with effective Support
  • Perform standby duties (AOG) on rotation basis
  • Comply with all US Export Control/ Dangerous Goods/ hazardous material Regulations
  • Perform Visit or Audit to 3rd Party Warehouse, Partners as necessary
  • To perform Inventory Management as necessary
  • Process, package and ship orders accurately from the customer facility. You may be required to use the customer’s information system as well as OEMServices system
  • Issue Airway Bill using customer procedures
  • Receive and Inspect products for defects and damages and manage storage
  • Plan and track the shipment of final products according to customer requirements
  • Record traceability for all Parcel movements
  • Follow-up Repair activities with the customer in close cooperation with the account manager
  • Control the return cycle for unserviceable Components from the operator to OEMS
  • Liaise, optimize and coordinate full customer order cycle with OEM.
  • Build long term trust relationships with customers and suppliers
  • Follow communication procedures, guidelines and policies.
  • Handle complaints and provide appropriate solutions within the agreed timeframe. Follow up until resolution
  • Liaise with other departments: promote teamwork and collaboration
  • Record activity and contribute to continuous improvement initiatives


In case of senior role, the following duties are expected:

  • Act as focal point for operations matters in the Middle East and Africa Region
  • Lead, coach and motivates team members
  • Attend Quarterly Review with customers lead by Account Manager
  • Manage and solve claims by setting up associated corrective plans jointly with repair stations and customers
  • Allocate and manage staff resources in the Customer Service Team according to changing needs, and ensure maximum utilization of resources


  • Oversee and manage AOG rostering and assignment
  • Participate to regular internal reviews involving General Manager and account managers, as well as key representatives from OEMServices headquarters.




  • Adhere to OEMServices’ culture
  • Quality of the Logistic Process flow and organization.
  • Quality and on time response to OEMs/Customer’s requests.
  • Quality of reporting.
  • Quality of communication.




  • Hierarchical Reporting: to OEMServices Head of Customer Support.
  • Functional Reporting: to OEMServices General Manager
  • An annual review will be carried out in order to assess performance/appraisal and define objectives.


  • University Degree or relevant work experience
  • English written/spoken fluently
  • Driving license and able to commute to work (local office, Dubai airport, Abu Dhabi Airport) by own means
  • Comfortable with information systems and Microsoft 365
  • Good knowledge of TRAX and Aeroxchange will be a plus


Further information

  • Ability to prioritise and manage time efficiently
  • Ability to handle urgent requests and to manage customer expectations


Curriculum vitae

Got an AOG ? Our AOG Desk is available 24/7/365 on-site and acknowledges your request in 1 hour.  Buy, Lease, Exchange and receive the aircraft components you are looking for in no time.

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