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Customer Operations Manager
2 months ago
We are seeking a highly skilled and experienced Customer Operations Lead to join our team at GE Aviation. As a key member of our Customer Operations Team, you will be responsible for leading a team of Customer Account Coordinators and providing commercial insight to cross-functional teams to drive profitability and adherence to contracts.
Key Responsibilities:- Commercial & Customer Service SME: You will be a subject matter expert in commercial and customer service, providing guidance and support to the team and other stakeholders.
- Commercial Insight: You will provide commercial insight to cross-functional teams to drive profitability and adherence to contracts.
- Customer Account Management: You will own customer account management for key accounts, providing specialized knowledge and support to customers.
- Shop Prioritization: You will prioritize shop activities to ensure efficient and effective execution.
- General Order Management: You will manage general orders, including quoting, purchase order acceptance, and contract approval.
- Work-scope Control: You will control work-scope by contract, ensuring that all work is executed in accordance with customer requirements.
- Tracking of Customer Parts: You will track customer parts through the system, ensuring that all parts are properly managed and accounted for.
- Invoice Queries and Cash Collection: You will handle invoice queries and cash collection, ensuring that all payments are received in a timely manner.
- Customer Hold Management: You will manage customer holds, ensuring that all holds are properly documented and communicated to stakeholders.
- Respond to Customer Queries: You will respond to customer queries and requests, handling issues escalated by the COC's up to and including customer complaints.
- Warranty Processing and Escalation: You will process and escalate warranty claims, ensuring that all claims are properly managed and resolved.
- Reporting of Metrics: You will report metrics and escalate issues to ensure product moves through the shop and customer queries are satisfied.
- Continuous Improvement and Lean: You will identify opportunities for continuous improvement and implement lean principles to drive efficiency and effectiveness.
- Support Business AOG Service: You will support business AOG service as required, ensuring that all AOG requests are properly managed and executed.
- Deputise for Customer Operations Manager: You will deputise for the Customer Operations Manager, leading the team of COC's where necessary.
- Bachelor's Degree or Equivalent: You will have a bachelor's degree or equivalent knowledge or experience.
- Commercial Experience: You will have commercial experience in a customer-facing role.
- Ability to Work with Cross-functional Teams: You will be able to work with cross-functional teams to deliver effective customer service.
- Previous Team Leadership Experience: You will have previous team leadership experience, including mentorship and guidance.
- Strong Leadership and Interpersonal Skills: You will have strong leadership and interpersonal skills, with the ability to build and maintain effective relationships with stakeholders.
