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Customer Support Representative
2 months ago
About GE Aerospace:
Are you ready to see your future take flight? At GE Aerospace, we are advancing aviation technologies for today and tomorrow. Your work will contribute to the production of advanced jet engines, components, and integrated systems that power commercial and military aircraft. Youll be part of a team that embraces your drive, your curiosity, and your unique ideas and perspectives. Most importantly, youll share in our pride and purpose that affects the lives of millions around the world
Role Overview:
The Customer Support Representative will process orders and administer customer contracts, exhibiting superior customer service. In the role, you will serve as an interface between the Rockford site and the assigned customers. This role is located onsite in Loves Park, IL
The Customer Support Representative will be responsible for establishing and maintaining a process that captures and measures key performance indicators (KPIs) for material fulfillment, and operational information related to the management of a customer program. In addition, you will manage complex issues, be involved in long-term planning, contribute to the sales, overall support, and strategy for assigned products and customer accounts.
Roles and Responsibilities:
- Interface primarily with assigned external customers for all matters concerning order administration and contract administration, ensuring that both Customer and GE objectives are met.
- Work in conjunction with Customer Program Managers/Sales Directors to service and manage order processing/entry and resolution of any issues, including repair orders and/or new orders and customer portal alignment and maintenance as required.
- Manage all disciplines within the Fulfillment process, including financial, contractual, export and legal relations with the Customer and within GE systems.
- Conduct periodic provisioning and program reviews with Customer(s).
- Respond to all customer inquiries in a timely manner on the processing of customer orders, acknowledgements, purchase order amendments, and contract modification.
- Clearly define and communicate problems as perceived by the customer.
- Maintain complete and current knowledge of the product including future use and needs of the customer.
- Monitor special programs and coordinate both internally and externally with the customer.
- Screen and analyze customer order practices looking for trends and unusual order practices.
Key deliverables:
- Reduction of constraints, aiding in prioritizing and enabling operations throughout on priority items.
- Reduction of GE aged backorders through strategic shop visit forecasting and administration process improvements.
- Support of reconciliation activities metrics/results.
Required Qualifications:
- Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 4 years of experience in fulfillment operations or customer service)
Preferred Qualifications:
- Understanding of aerospace government contracts, administration, and flow down.
- Experience with Oracle or other ERP/MRP systems.
- Strong PC skills (Microsoft Office, Excel, Power Point), data manipulation a plus.
- Attention to detail.
- Ability to document, plan, market, and execute programs.
- Strong oral and written communication skills.
- Strong team player with experience integrating across various organizations.
- Self-motivated individual with proven ability to handle multiple tasks in a high stress situation.
- Demonstrated ability to analyze and resolve problems.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE 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 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).
Relocation Assistance Provided: No
