Customer Service Lead - Component Repair Shop

Y99000 General Electric Company; Town of Springdale (WI); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Relocation assistance provided

Job summary

GE Aerospace is seeking a Customer Service Lead for the ACSC Repair Shop in the United States. You will oversee order management, connect customer portals, and support forecasting, billing and collections while serving as the primary contact for inquiries and issue resolution.

You will work with operations to communicate commitments and status to customers, and you may engage in sales activities for assigned accounts.

Qualifications

• Bachelor's degree from an accredited college or university and 3+ years of customer service experience.
• Strong oral and written communication skills.
• Ability to analyze and resolve problems.
• Established project management skills.

Responsibilities

• Facilitate order management – process order intake and input into internal systems.
• Connect to customer portals and systems.
• May support forecasting, billing and collection activities.
• Be the key contact for customer inquiries and resolution of issues.
• Communicate commits and status to customers with operations.
• Engage in sales activities for assigned customers as needed.
• Apply in-depth knowledge and analytical thinking to execute policy/strategy.
• Collaborate with teams and lead small projects with manageable risk.

Skills

Communication

Analytical thinking

Problem solving

Education

Bachelor's degree

Job description

Job Description Summary

Customer Service Lead at our GE Aviation Component Service Center (ACSC) Repair Shop - responsible for facilitating transactions, producing, assembling and delivering repair parts 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.).

Roles and Responsibilities

• 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.
• Utilizes in-depth knowledge of a technical discipline and analytical thinking and technical experience to execute policy/strategy.
• 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.

Required Minimum 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).

Desired Characteristics & Experience

• 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.

Benefits

• GE Aerospace offers comprehensive benefits and programs to support your health and, along with programs like HealthAhead, your physical, emotional, financial and social wellbeing. Healthcare benefits include medical, dental, vision, and prescription drug coverage; access to a Health Coach from GE Aerospace; and the Employee Assistance Program, which provides 24/7 confidential assessment, counseling and referral services.
• Retirement benefits include the GE Aerospace Retirement Savings Plan, a 401(k) savings plan with company matching contributions and company retirement contributions, as well as access to Fidelity resources and planning consultants.
• Other benefits include tuition assistance, adoption assistance, paid parental leave, disability insurance, life insurance, and paid time-off for vacation or illness.
• GE Aerospace (General Electric Company or the Company) and its affiliates each sponsor certain employee benefit plans or programs (i.e., is a “Sponsor”). Each Sponsor reserves the right to terminate, amend, suspend, replace or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a Sponsor’s welfare benefit plan or program. This document does not create a contract of employment with any individual.

Eligibility and Background Requirements

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

• GE Aerospace offers a great work environment, professional development, challenging careers, and competitive compensation.
• 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.
• GE Aerospace will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable). Employees may also be subject to random and reasonable-suspicion drug and alcohol testing.
• Relocation Assistance Provided: Yes
• At GE Aerospace, we invent the future of flight, lift people up, and bring them home safely. We are a world-leading provider of jet engines, components, and integrated systems for commercial and military aircraft. At GE Aerospace, respect for people is core to our culture and commitment to FLIGHT DECK, our proprietary lean operating model. We attract, develop, and retain industry-leading talent from all backgrounds and cultivate communities where people are respected and empowered to reach their fullest potential. For the people of GE Aerospace, their work isn't just a job. It's their passion and purpose. We work and win as one team, accountable to each other and our customers, and we are always finding a better way to climb higher together. We were meant to fly.