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24/7 AOG Critical Response

HotlinePhoneUK+44 7831 583 205US+1 877 780 2008

Our award winning global AOG service is manned 24 hours a day, 365 days a year.
Please call +44 (0) 7831 583 205 or email aog@ajw-aviation.com.

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Creating customer satisfaction

 

The AJW Customer Support department is a dynamic and fast paced working environment providing a fantastic platform for the development of sales and customer service skills. As a company, we pride ourselves on our ability to tailor our customer service offering to the individual requirements of each customer, to ensure their continued satisfaction and capture their repeat business.

 

Our objective is to supply aircraft spare parts on a sale and exchange basis – from either our own pool stock or by sourcing from our international vendors – to our worldwide customer base, to keep their aircraft operational. Our aims include: ensuring that every customer requirement is met within an optimum time frame; offering a competitive advantage whilst working with complex logistics solutions, meeting strict operational deadlines; and crucially, to avoid grounding an aircraft.

 

The PBH Team manage our contracted business via Power By the Hour agreements. This concept is likened to an insurance policy, where AJW guarantee any part our customer requires will be supplied within a contracted time frame, failure to do so results in service level penalties.

The Sales Team don't have the benefit of a contracted relationship, so their priority is to generate a sale from every ad hoc quotation opportunity presented to us by our customers. Each account manager within the team is responsible for a number of customers linked to a geographical region; similar to the PBH team, these are global customers. The Sales team are passionate about winning the deal and ensuring that all quotations are issued in a timely manner, offering a competitive price and an appealing logistics solution.

 

The Customer Service Team take ownership of the supply chain process from the point of delivery to the customer, to ensure that AJW receives a unit back in lieu of the exchange unit we have provided. This role combines a technical overview, commercial awareness, vendor relationships, cost control and stock control.

 

We endeavour to recognise the skills and strengths of each individual to determine which area of the business they are most suited to. Recognition for languages and cultural appreciation is high.

 

 

Contact AJW

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