Customer Operations Lead - Gloucester, United Kingdom - GE Aviation

GE Aviation
GE Aviation
Verified Company
Gloucester, United Kingdom

1 week ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Job Description Summary:

Working within the Dowty Propellers ROW Services Customer operations Team, you will be engaged in a wide variety of activities relating to pricing, fulfilment, delivery, account management and associated business processes and activities.

You will deputize for the relevant Customer Operations Manager, leading the team of COC's where necessary. You will be a Commercial & Customer Service SME for the customer accounts you support. You will provide Commercial insight to cross functional teams to drive profitability and adherence to contracts. You will be a key member of the Customer team adding VOC from your daily interactions with customers.


Roles and Responsibilities:

Development and management of key processes that support critical business activities such as:

  • Team leadership. Providing direction and co-ordination of the COC pool as necessary.
  • Own Customer Account Management for Key accounts as agreed with wider business (key accounts those which require specialised knowledge or more complex processes)
  • Shop prioritization
  • General Order management and execution including quoting using approved pricing models, purchase order acceptance & contract approval
  • Workscope control by contract
  • Tracking of customer parts through the system
  • Invoice queries and cash collection as well as Invoice and credit note creation
  • Customer hold management
  • Respond to customer queries and requests handling issues escalated by the COC's up to and including Customer Complaints
  • Warranty processing and escalation
  • Reporting of metrics and escalation of issues to ensure product moves through the shop and customer queries are satisfied.
  • Continuous improvement and Lean
  • Support business AOG service as required

Required Qualifications:


  • Commercial experience in an operational environment.
  • Experience dealing with external Customers directly on a regular basis.
  • Ability to work with crossfunctional teams to deliver effective customer service
  • Experience cross functional collaboration at all levels within an organisation.
  • Leadership experience

Desired Characteristics:


  • People development
  • Ability to train team to follow effective/efficient processes
  • Ability to help build effective processes
  • Strong oral and written communication skills
  • Lean training is preferred

Flexible Working:


GE supports and encourages flexible working arrangements, where possible, and recognises the benefits to employees of having a positive work-life balance.


Total Reward:

At GE Aviation we understand the importance of Total Reward.

Our flexible benefits plan, called FlexChoice, gives you freedom, choice and flexibility in the way you receive your benefits, as well as giving you the opportunity to make savings where possible.

As a new joiner to GE we are pleased to be able to offer you the following as default in your benefit fund, which you then can tailor to meet your individual needs;

  • Noncontributory Pension
  • Life Assurance
  • Group income protection
  • Private medical cover
  • Holiday Hourly equivalent of 26 days, with flexible option to buy or sell

Security Clearance:

Baseline Personnel Security Standard (BPSS) clearance is required and must be maintained for this role.

Please note that in the event that
BPSS clearance cannot be obtained, you may not be eligible for the role and/or any offer of employment may be withdrawn on grounds of national security.

Please see the link below for further details regarding the requirements for
BPSS clearance:

BPSS

Right to Work
LI-FM23


Additional Information:


Relocation Assistance Provided:
No
More jobs from GE Aviation
See all jobs of GE Aviation