Customer Experience Leader – Singapore

Job Description SummaryThe Customer Experience Leader is responsible for leading the team owning customer accounts, contracts, and relationships for Singapore Plant 23 and Plant 62’s worldwide customers. In the CX Leader role, you will closely collaborate with the Director of Component Repair CX and the other CX Team Leaders from global shops, as well as the Plant Leader and Singapore site staff to drive customer fulfillment strategy, while leading and developing a team of customer service and logistics associates. In this role you will also drive standardization and improvements across the component repair network.Job Description

Company Overview:

Are you ready to see your career take flight? At GE Aerospace, we believe the world works better when it flies. We are a world-leading provider of jet engines, components, and integrated systems for commercial and military aircraft. We have a relentless dedication to the future of safe and more sustainable flight and believe in our talented people to make it happen.

Site Overview:

For more than 40 years, our advanced facilities in Singapore have led aerospace innovation across Asia Pacific. From automating processes to leveraging smart factory technologies, robotics, and additive manufacturing, GE Aerospace is shaping the future of aviation at GE Aerospace Engine Services Singapore (GEAESS).

Role Overview:

• Own the fulfillment and order management process from order intake, input into internal systems through post delivery support, including support of efforts to connect customers through portals and systemic communications. Key contact for customer inquiries, escalations, and issue resolution..

• Measuring and driving improvement in KPIs.

• Establish, maintain, and cultivate customer relationships and accounts

• Lead and develop a world class customer service and logistics team, driving a culture of continuous improvement and accountability

• Build and leverage relationships with all functions (Quality, materials, production) to establish customer communications and action plans

• Drive strong connectivity with the component repair network to ensure we are working to improve the overall CR customer experience

• Present product / program strategies, technical roadmaps, risks, and recommendations to senior leads (EB and SEB) across GE

• Engage in sales activities for assigned customers in collaboration with commercial teams

• Engage in portfolio & sales strategy to develop long term planning for the business

• Facilitate customer visits and serve as the lead contact for all customer inquiries from order to remittance (delivery, quality, finance, logistics, etc.)

• Support forecasting, sales, billing, and collection initiatives driving down past dues to help generate cash for the business

• Partner with operations teams to understand the delivery status of hardware, maintain accurate commit dates and help drive orders to closure

• Act as the liaison between forecasting and shop operations team to ensure Singapore site is prepared to handle anticipated work capacities and shortages

• Navigate complex processes requiring involvement of many internal as well as external stakeholders, balancing our customers’ needs and the needs of the business

Required Qualifications

• Bachelors degree from an accredited college or university and 10+ years of experience in customer order and fulfillment, commercial contract management, or supply chain operations (or a minimum high school diploma / GED with an additional 4+ years of experience in customer order and fulfillment, commercial contract management, or supply chain operations).

• Bachelor’s degree from an accredited college or university and 10+ years of experience in customer order and fulfillment, commercial contract management, or supply chain operations, with a minimum of 3 years in a people management role.

Preferred Qualifications

• Understanding of component repair value stream and services

• Strong interpersonal and leadership skills

• Proficiency/aptitude in learning and adapting order management systems

• Good commercial judgment in issue resolution

At GE Aerospace, we have a relentless dedication to the future of safe and more sustainable flight and believe in our talented people to make it happen. Here, you will have the opportunity to work on really cool things with really smart and collaborative people. Together, we will mobilize a new era of growth in aerospace and defense. Where others stop, we accelerate.

Additional Information