Job Description Summary

Ensuring that customers' needs, expectations, and requirements are met effectively and efficiently throughout their journey by prioritizing order detail accuracy and maintaining transparent communication regarding status updates. This role involves providing in-depth technical support by collaborating with cross-functional shop teams, including Customer Service Representatives, Operations, Quality, Engineering, Forecasting, and Flight Deck, to enhance the customer experience and build trusting customer relationships. A highly skilled and experienced individual with strong project management capabilities. The role requires managing complex customer accounts as well as complex service projects, ensuring they are completed on time, within scope, and within budget. The candidate must exhibit excellent communication skills, a customer-focused mindset, and the ability to lead and coordinate cross-functional teams.

Job Description

Job Title: Lead Customer Order & Fulfillment Specialist

Company Intro/About Us

GE Aerospace is a global leader in the aerospace industry, inventing the future of flight, lifting people up, and bringing them home safely. With over 100 years of innovation, GE Aerospace is a world-leading provider of jet engines, components, and integrated systems for civil and military aircraft. At GE Aerospace, you'll be part of a team that powers three out of every four takeoffs globally, driving innovation and sustainability in aviation.

Site Overview

The GE Aerospace facility in McAllen, Texas, is one of our centers of expertise specializing in the repair of engine components used in commercial and military aircraft. These include LPT Nozzles, HPT Nozzles, and HPT Hangars. The site features state-of-the-art technologies such as CNC, EDM, and Coating, as well as advanced technology development within our new Tech Lab. Employees at McAllen enjoy a collaborative environment that values respect for people, continuous improvement, and customer-driven execution.

Role Overview

As a Lead Customer Order & Fulfillment Specialist, you will play a critical role in facilitating transactions, producing, assembling, and delivering replacement or repair parts and equipment as part of a Services agreement or order. This role is on-site and focused on execution within an operating discipline covered by standard functional practices and procedures. You will work closely with cross-functional teams to ensure customer satisfaction and operational excellence.

Key Responsibilities:

• Address customer needs and resolve issues efficiently, ensuring exceptional service.
• Respond promptly to customer inquiries, performance reviews, and critical material review calls.
• Handle complex customer requirements, manage escalations, and coordinate with partner functions (sales, operations, finance) to resolve issues within division guidelines.
• Support forecasting, capacity, and data analysis for customer trends and communication.
• Lead resolution of invoice disputes, seeking systemic corrective actions and working closely with customers and internal stakeholders.
• Achieve daily, weekly, and monthly key performance indicators (KPIs) through FLIGHT DECK tools and approach.
• Participate in efficiency and productivity initiatives to drive continuous improvement.
• Mentor customer service representatives, providing guidance and support.

The Ideal Candidate

The ideal candidate is a detail-oriented, organized professional with strong interpersonal skills and a passion for delivering exceptional customer service. They thrive in a fast-paced environment, embrace continuous improvement, and are adept at navigating technology-driven challenges.

Basic Qualifications

• Bachelor's degree from an accredited college or university OR High School Diploma with at least 3 years of experience in Customer Service.
• Knowledge of customer order management principles.
• Knowledge of process analysis and performance management.
• Ability to communicate effectively with all levels of the organization.
• Data analytics background with planning and organizational skills.
• Good temperament to handle disputes and emergencies.

Preferred Qualifications

• Excellent prioritization skills; extremely organized.
• Ability to balance attention to detail with prompt execution in a fast-paced environment.
• Experience working in the aviation industry is an advantage, but not required.
• Ability to navigate within required operating systems such as Oracle or SAP order management.
• Proven ability to execute and deliver on commitments.

Additional Information

• Work Shift: 1st Shift (United States of America).
• Scheduled Weekly Hours: 40 hours.
• Eligibility Requirement: This role is restricted to U.S. persons (i.e., U.S. citizens, lawful permanent residents, nationals of the United States, asylees, and refugees) due to access to export-controlled technology.
• Must pass background and drug screens.

Closing

Join GE Aerospace and be part of a team that is redefining the future of flight. Together, we'll deliver on our mission to lift people up and bring them home safely.

Export Control Language:
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 background investigation and drug screen.

Additional Job Description

Additional Information

Compensation Grade

LPB2

GE Aerospace offers a great work environment, professional development, challenging careers, and competitive compensation. GE Aerospace 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.

GE Aerospace will only employ those who are legally authorized to work in the United States for this opening.

Relocation Assistance Provided: Yes