Customer Service Operations Manager

1 week ago

Jacksonville, Florida, United States GE Renewable Energy Power and Aviation Full time
Job Overview

The Customer Service Operations Manager is essential in overseeing the complete order process to guarantee efficient delivery for all GE Renewable Energy Power and Aviation products. This role includes responsibilities such as order entry, thorough order oversight, quick resolution of issues and disputes, and ensuring prompt order delivery. The position encompasses a wide array of tasks, including transaction processing, direct engagement with customers, process management, data analysis, material handling, and supervising site operations or logistics and shipping, potentially within a workshop environment.

The individual in this position plays a crucial role in enhancing our team's capacity to meet service expectations, maintain quality standards, and achieve timely goals. Functioning within established policy frameworks, this role requires a moderate level of independence and demands high operational judgment to effectively deliver the desired results.

Key Responsibilities

Primary Duties
  • Oversee order management - accountable for processes that manage and execute order intake, entering data into internal systems. Ensure connectivity to customer portals and digital order processing systems. May assist with forecasting, billing, and collection tasks.
    Act as the primary contact for customer inquiries and the resolution of customer complaints. Collaborate with operations to comprehend and communicate commitments and statuses to customers. Drive efficiency enhancements and cost-effective solutions to maximize customer satisfaction, and lead the formulation of customer support strategies, serving as a point of contact for customer inquiries and the resolution of complex issues.
  • Manage order fulfillment - ensure the execution of customer order/contract delivery in collaboration with the shop to address any issues.
  • Supervise a medium-sized team of professionals, including a GENPACT team based in India.
  • Requires specialized knowledge within the function. Influence the development of strategies for the area of responsibility, including resource control and influencing standard work, business continuity, and policy formulation.
  • Interpret simple internal and external business challenges and recommend best practices and tools to enhance products, processes, or services. Stay informed of best-in-class industry trends that could inform the evolution of GE processes.
  • Utilize a high level of judgment to make decisions and manage complex tasks or problems in areas of operations, product management, manufacturing, technology, or engineering. Capable of assessing the quality of information provided and asking relevant questions to stakeholders. Able to propose new solutions to problems outside of established parameters and construct recommendations. Utilize multiple internal and some external sources beyond one's function to assist in decision-making.
  • May lead functional teams or projects with minimal resource requirements, risk, and/or complexity. Communicate challenging concepts and may influence others' opinions on specific topics. May guide others to consider alternative perspectives.
Required Qualifications
  • Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 9 years of experience within the aerospace industry in a customer service or customer support role).
  • Minimum of 5 years of experience within the aerospace industry in a customer service or customer support role.
Desired Characteristics
  • Strong leadership capabilities with the ability to inspire and motivate a team.
  • Excellent communication and interpersonal skills, capable of building robust relationships with customers and team members.
  • Proactive problem-solver with a keen focus on safety, quality, delivery, and cost.
  • Experience in implementing lean principles and continuous improvement methodologies.
  • Strong analytical skills, with the ability to leverage data to inform decisions and drive enhancements.
  • Resilient and adaptable, capable of thriving in a fast-paced and evolving environment.
  • Commitment to maintaining the highest standards of integrity and professionalism.
Additional Information

Compensation Grade

SPB1

This role requires access to U.S. export-controlled information. If applicable, final offers will be contingent on the ability to obtain authorization for access to U.S. export-controlled information from the U.S. Government.

Company Overview

GE offers a dynamic work environment, opportunities for professional growth, challenging career paths, and competitive compensation. GE is an Equal Opportunities 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.

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