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Customer Operations Lead

2 months ago

Gloucester, Gloucestershire, United Kingdom GE Full time
Job Description SummaryWorking within the Dowty Propellers Global 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 deputise 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 also provide Commercial insight to cross functional teams to drive profitability and adherence to contracts and will be a key member of the Customer team adding VOC from your daily interactions with customers.Job DescriptionRoles 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)
  • General Order management and execution including quoting using approved pricing models, purchase order acceptance & contract approval
  • Work-scope control by contract
  • Tracking of customer parts through the system
  • Invoice queries and cash collection as well as Invoice and credit note creation
  • Respond to customer queries and requests and handling escalated issues and ensure customer is satisfied
  • Reporting of metrics to ensure product moves through the shop
  • Continuous improvement and Lean

Qualifications/Requirements
  • Proven commercial experience in an operational environment
  • Extensive customer facing experience

Desired Characteristics
  • Ability to work with cross-functional teams to deliver effective customer service
  • Ability to develop and train team to follow effective/efficient processes
  • Ability to prioritise help build effective processes
  • Lean training is preferred
  • Problem solving skills
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;

  • Non-contributory 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

Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, under the applicable UK immigration rules as may be in place from time to time, it may be that candidates who do not currently have the right to work in the UK may not be appointed to a post if a suitably qualified, experienced and skilled candidate who does not require sponsorship is available to take up the post. For further information please visit the UK Visas and Immigration website.

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Additional Information

Relocation Assistance Provided: No