Lead Services Specialist - Customer Order and Fulfillment

at  GE Aviation

JOB DESCRIPTION SUMMARY

The J85 Captains of Industry (COI) Customer Order & Fulfillment Specialist will be responsible for establishing and maintaining a process that captures and measures key performance indicators (KPI’s) for material fulfillment, and operational information related to the management of a customer program.
This Customer Account Manager (CAM) role will also be responsible for the direct management of sales, support, and relationships with assigned customer and fleet end users. In this role, you will integrate customer needs into the company’s business processes and objectives across the organization. In addition, you will manage complex issues, be involved in long-term planning, contribute to the sales, overall support, and strategy for assigned products and customer accounts.

REQUIRED QUALIFICATIONS

• Bachelor’s degree from an accredited university or college (or a high school diploma / GED with at least 4 years of experience in fulfillment operations, customer service, logistics, sales, or supply chain management or materials planning, fulfillment and shop operations) + 3 years of relevant experience.
• Hybrid in office/remote with ability to be physically in GE Lynn > 50% of time (or as business requires)

• Interface primarily with assigned external customers for all matters concerning new parts, inside sales, and total support, ensuring that both Customer and GE objectives are met
• Establish, implement, and monitor the Order-Thru-Remittance (OTR) process for assigned customers
• Manage all disciplines within the OTR process, including financial, contractual, export and legal relations with the Customer and within GE systems
• Work with Customers to determine appropriate product / service solutions
• Serve as prime for issues pertaining to spare part procurement
• Conduct periodic provisioning and program reviews with Customer(s)
• Respond to all customer inquiries in a timely manner on the processing of customer orders, acknowledgements, Purchase Order amendments, and alteration notification
• Clearly define and communicate problems as perceived by the customer
• Maintain complete and current knowledge of the product / OTR status including future use and needs of the customer
• Manage the activities of supporting organizations to ensure that technical and business problems are resolved in the balanced interest of GE and the customer
• Assume overall responsibility for customer satisfaction for assigned customers
• Develop and maintain a customer preference relationship toward GE
• Monitor special programs and coordinate both internally and externally with the customer
• Screen and analyze customer order practices looking for trends and unusual order practices