Job Description Summary

The Customer Service Lead at our GE Aviation Component Service Center (ACSC) Repair Shop, is responsible 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. Responsible for departmental operations planning/execution or is focused on execution of professional activities within a technical discipline. Functions with some autonomy but guided by established policies or review of end results.

The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.).

Job Description

Role Overview:

• Facilitate order management - process order intake, input into internal systems. Connect to customer portals and systems. May support forecasting, billing and collection activities.

• Key contact for customer inquiries, customer complaint (issue) resolution process. Work with operations to understand and communicate commits and status to customers. May also engage in sales activities for assigned customers.

• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market

• Uses some judgment and has some ability to propose different solutions outside of set parameters to address more complicated manufacturing processes with technical variety and/or interdependent production cycles. Uses technical experience and analytical thinking. Uses multiple internal and limited external sources outside of own teams to arrive at decisions.

• Acts as a resource for colleagues with less experience. May lead small projects with low risks and resource requirements. Explains information, developing skills to bring team members to consensus around topics within field. Conveys performance expectations and may handle sensitive issues.

Basic Qualifications:

• Bachelors degree from an accredited college or university and 3+ years of customer service experience (or a minimum high school diploma/GED with an additional 4+ years of customer service experience).

Preferred Qualifications:

• Strong oral and written communication skills.

• Demonstrated ability to analyze and resolve problems.

• Ability to document, plan, market, and execute programs.

• Established project management skills.

This role requires access to U.S. export-controlled information. Therefore, employment will be contingent upon the ability to prove that you meet the status of a U.S. Person as one of the following: U.S. lawful permanent resident, U.S. Citizen, have been granted asylee or refugee status (i.e., a protected individual under the Immigration and Naturalization Act, 8 U.S.C. 1324b(a)(3)).

Additional Information