Customer Operations Lead

Working 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 representative for the customer accounts you support, and will provide Commercial insight to cross functional teams to drive profitability and adherence to contracts. As a key member of the Customer team you will be the 'voice of the customer' within the internal organisation., Development and management of key processes that support critical business activities such as:

• Team leadership. You will provide direction and co-ordination of the Customer operations team
• Own Customer Account Management for Key accounts as agreed with wider business
• General Order management and execution including quoting using approved pricing models, purchase order acceptance & contract approval
• Ensuring customer obligations are adhered to internally.
• 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 handle escalated issues ensuring the customer is satisfied
• Reporting of metrics to ensure product moves through the shop
• Follow Continuous improvement and Lean methodologies
  
  Proven commercial experience in an operational or manufacturing environment
• Extensive customer facing experience
• Prior team leadership experience would be desired
• Experience in a high pressure, fast paced environment
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
  
  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 (http://www.gov.uk/government/publications/government-baseline-personnel-security-standard)