Lead Services Specialist Customer Order and Fulfillment

Job description

**Job Description Summary**
Responsible for ensuring exceptional customer satisfaction by designing, implementing, and optimizing customer service strategies.

This role involves providing in-depth technical support by collaborating with cross-functional shop teams, including Customer Experience, Operations, Quality, Engineering, Forecasting, and FLIGHT DECK, to enhance the customer experience and build trusting customer relationships.

A highly skilled and experienced individual with strong project management capabilities.

The role requires managing complex customer accounts as well as complex service projects, ensuring they are completed on time, within scope, and within budget.

The candidate must exhibit excellent communication skills, a customer-focused mindset, and the ability to lead and coordinate cross-functional teams.

**Job Description**

**Company Overview:**

Are you ready to see your career take flight?

At GE Aerospace, we believe the world works better when it flies.

We are a world-leading provider of jet engines, components, and integrated systems for commercial and military aircraft.

We have a relentless dedication to the future of safe and more sustainable flight and believe in our talented people to make it happen.

**Site Overview:**

For more than 40 years, our advanced facilities in Singapore have led aerospace innovation across the Asia Pacific region.

From automating processes to leveraging smart factory technologies, robotics, and additive manufacturing, GE Aerospace is shaping the future of aviation.

Responsible for more than 60% of our global repair volume, our Singapore site is the largest site for engine component maintenance, repair and overhaul work.

We can’t do this work without talented people like you.

Join us and be part of our journey to innovate and excel in the aerospace industry.

**Role Overview:**

+ Lead a team of Customer Experience Technicians in order closures, daily management and training.
+ Acts as a resource for colleagues, providing guidance and support.
+ Serve as the key liaison between customers and operations, ensuring seamless communication on order status and customer requests.
+ Handle customer enquiries, provide quotations and order updates (including approvals, purchase order reviews and invoices)
+ Support the delivery of site targets through Customer Experience process execution.
+ Collaborate with cross-functional teams to ensure timely shipments.
+ Coordinate and host customer visits.
+ Maintain accurate customer data such as pricing, rules for exchanges or scrap replacements.
+ Drive sales by resolving issues with Customers for orders on-hold.
+ Achieve daily, weekly, and monthly key performance indicators (KPIs) through FLIGHT DECK tools and approach.
+ Develop and improve Customer Experience processes through standard work.
+ Lead cross-functional kaizen initiatives through FLIGHT DECK fundamentals and tools.
+ Seek knowledge of best practices and how the area integrates with the network.
+ Propose different solutions outside of set parameters to address more complicated manufacturing processes with technical variety and/or interdependent production cycles.
+ Partner with Sales Directors to meet contract obligations and customers’ expectations.
+ Prepare data and host performances reviews with customers where required.
+ Ad-hoc projects as assigned by Customer Experience Leader.
+ Embrace FLIGHT DECK fundamentals – respect for people, continuous improvement and customer driven.

**Ideal Candidate**

An Ideal candidate is strong communicator, problem-solver, and leader who can drive initiatives that aligns with business goals and foster long-term customer relationships.

**Required Qualifications**

+ Knowledge of customer order management principles.
+ Bachelor’s degree from an accredited college or university or High School Diploma with at least 5 years of experience in Customer Service.
+ Knowledge of process analysis and performance management.
+ Ability to communicate effectively with all levels of the organisation.
+ Data analytics background with planning and organisation skills.
+ Have good temperament to handle disputes and emergencies.

**Preferred Qualifications**

+ Experience working in the Aviation industry or have Engineering background is an added advantage.
+ Ability to balance attention to detail with prompt execution in a fast-paced environment.
+ Lead by inspiring, motivating and coaching the team.
+ Quick learner, collaborative and strong aptitude for problem-solving.
+ Strong interpersonal and communication skills.
+ Strong knowledge of Microsoft Excel, Word applications.

At GE Aerospace, we have a relentless dedication to the future of safe and more sustainable flight and believe in our talented people to make it happen.

Here, you will have the opportunity to work on really cool things with really smart and collaborative people.

Together, we will mobilize a new era of growth in aerospace and defense.

Where others stop, we accelerate.

**Additional Information**

**Relocation Assistance Provided:** No
GE Aerospace 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.

Required Skill Profession

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