Job Description SummaryResponsible for facilitating transactions, producing, assembling and delivering replacement/ repair parts and equipment as part of a Services agreement or order. Includes activities such as processing transactions, managing processes, material management, site operations, or warehouse logistics & shipping, sometimes in a shop structure. Includes craft & non craft labour as well as manager roles responsible solely for these activities. Impacts the teams ability to achieve service, quality and timeliness of objectives. The role is subject to operating policy objectives. There is moderate autonomy within the role. High levels of operational judgment are required to achieve outcomes required.Job Description
Roles and Responsibilities:
This position will own developing and delivering materials solutions for our customers, improving cash commitments for the business, leading material fulfillment from order to remittance; producing, assembling, and delivering replacement / repair parts and equipment as part of any service agreement or order. Additionally, the Customer Experience Leader role will include activities such as continuing the evolution and digitization of our repair fulfillment processes, supporting key internal and external customer commitments, and assisting with site operations, logistics & shipping to ensure on time order fulfillment to our customers.
As the Customer Service Leader, key responsibilities will include:
- Own the fulfillment and order management process from order intake, input into internal systems through post delivery support, including support of efforts to connect customers through portals and systemic communications. Key contact for customer inquiries, escalations, and issue resolution..
- Measuring and driving improvement in KPIs.
- Establish, maintain, and cultivate customer relationships and accounts
- Lead and develop a world class customer service and logistics team, driving a culture of continuous improvement and accountability
- Build and leverage relationships with all functions (Quality, materials, production) to establish customer communications and action plans
- Drive strong connectivity with the component repair network to ensure we are working to improve the overall CR customer experience
- Present product / program strategies, technical roadmaps, risks, and recommendations to senior leads (EB and SEB) across GE
- Engage in sales activities for assigned customers in collaboration with commercial teams
- Engage in portfolio & sales strategy to develop long term planning for the business
- Facilitate customer visits and serve as the lead contact for all customer inquiries from order to remittance (delivery, quality, finance, logistics, etc.)
- Support forecasting, sales, billing, and collection initiatives driving down past dues to help generate cash for the business
- Partner with operations teams to understand the delivery status of hardware, maintain accurate commit dates and help drive orders to closure
- Act as the liaison between forecasting and shop operations team to ensure ACSC is prepared to handle anticipated work capacities and shortages
- Navigate complex processes requiring involvement of many internal as well as external stakeholders, balancing our customers’ needs and the needs of the business
Qualifications/Requirements:
- Bachelor’s degree from an accredited college or university and 5+ years of experience in customer order and fulfillment, commercial contract management, or supply chain operations, with a minimum of 3 years in a people management role.
Desired Characteristics:
- Understanding of component repair value stream and services
- Strong interpersonal and leadership skills
- Proficiency/aptitude in learning and adapting order management systems
- Good commercial judgment in issue resolution
Additional Job Description
Additional Information
Compensation Grade
SPB2
Relocation Assistance Provided: No
