Customer Experience Leader - Aviation Component Service Center (Acsc)

Summary The Customer Experience Leader is responsible for leading the team owning customer accounts, contracts, and relationships for ACSC’s worldwide customers. In the CX Leader role, you will closely collaborate with the Director of Component Repair CX and the other CX Team Leaders from global shops, as well as the Plant Leader and ACSC staff to drive ACSC’s customer fulfillment strategy, while leading and developing a team of customer service and logistics associates. In this role you will also drive standardization and improvements across the component repair network.

Roles And Responsibilities

Specifically, 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

• 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
• Navigate complex processes requiring involvement of many internal as well as external stakeholders, balancing our customers’ needs and the needs of the business
• Partner with operations teams to understand the delivery status of hardware, maintain accurate commit dates and help drive orders to closure
• Lead and develop a world class customer service and logistics team, driving a culture of continuous improvement and accountability
• Facilitate customer visits and serve as the lead contact for all customer inquiries from order to remittance (delivery, quality, finance, logistics, etc.)
• Drive strong connectivity with the component repair network to ensure we are working to improve the overall CR customer experience
• Engage in portfolio & sales strategy to develop long term planning for the business
• Act as the liaison between forecasting and shop operations team to ensure ACSC is prepared to handle anticipated work capacities and shortages
• 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..
• Support forecasting, sales, billing, and collection initiatives driving down past dues to help generate cash for the business
• Build and leverage relationships with all functions (Quality, materials, production) to establish customer communications and action plans
• Measuring and driving improvement in KPIs.
• Establish, maintain, and cultivate customer relationships and accounts

Qualifications/Requirements

• Bachelors degree from an accredited college or university and 5+ years of experience in customer order and fulfillment, commercial contract management, or supply chain operations (or a minimum high school diploma / GED with an additional 4+ years of experience in customer order and fulfillment, commercial contract management, or supply chain operations).

Desired Characteristics

• Good commercial judgment in issue resolution
• Proficiency/aptitude in learning and adapting order management systems
• Strong interpersonal and leadership skills
• Understanding of component repair value stream and services

Additional Information

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

Relocation Assistance Provided: No