Lead Services Specialist-Customer Order and Fulfillment

GE Vernova•Greenville, NC

1d•Remote

About The Position

The Customer Fulfillment Leader-Americas serves as the primary liaison between the region and repair service centers, managing in-shop repair demands. They provide strategic leadership to balance timely customer deliveries and cost efficiency, leveraging KPIs within the Optimization framework.

Requirements

Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Services & Customer Order and Fulfillment).

Nice To Haves

Strong oral and written communication skills
Demonstrated ability to analyze and resolve problems
Established project management skills
Strong interpersonal skills
Customer-focused attitude
Sense of urgency and ability to prioritize
Overall proficiency with MS Excel, Smartsheet, Tableau, Outlook

Responsibilities

Key contact for customer inquiries, customer complaint (issue) resolution process.
Collaborate with operations to understand and communicate commits and status to customers/stakeholders.
Lead the issue resolution strategies.
Developing in-depth knowledge of a technical discipline.
Uses prior experience and acquired technical expertise to execute policy/strategy.
Possesses a strong understanding of key business drivers, leveraging this knowledge to enhance work processes.
Ensure seamless integration of team efforts with broader organizational goals.
Exercise judgment in proposing solutions beyond standard parameters, guided by prior experience and on-the-job training.
Utilize internal resources and analytical skills to address challenges.
A job at this level is likely to be an individual contributor with proven interpersonal skills or an early people leader who can hire and develop talent.
Provides informal guidance to new team members
Drive all regional customer fulfillment KPIs, with a focus on fulfillment metrics
Build and maintain strong relationships with regional P&L leaders and actively participate in regional operational and communication rhythms.
Facilitate order management - process order intake, input into internal systems.
Connect to customer portals and systems.
Collaborate with SI&OP and commercial teams to validate outage and transactional repair forecast inputs.
Work closely with internal teams within and outside of the region, taking immediate action to resolve challenges affecting the delivery cycle.
Serve as the voice of the customer for regional escalations, ensuring concerns are effectively addressed.
Oversee regional short cycle orders, reduce processing time and minimize backlog.
Lead efforts to integrate, standardize and simplify systems, ensuring alignment with regional and global directives.
Perform other tasks assigned by the immediate leader/manager, either verbally or in writing

Benefits

medical, dental, vision, and prescription drug coverage
access to Health Coach from GE Vernova, a 24/7 nurse-based resource
access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services
GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and financial planning consultants
tuition assistance
adoption assistance
paid parental leave
disability benefits
life insurance
12 paid holidays
permissive time off