Erlanger Customer Experience Leader

Erlanger Customer Experience Leader

The Erlanger Customer Experience Leader is responsible for overseeing and enhancing the customer experience within the distribution center operations. This role involves managing customer service processes, ensuring timely and accurate delivery of products, and maintaining high standards of communication and satisfaction. The leader will collaborate with cross-functional teams to identify and implement improvements in service quality, delivery performance, and operational efficiency. Key responsibilities include monitoring customer feedback, resolving escalated issues, and driving initiatives to exceed customer expectations while aligning with organizational goals.

Roles and responsibilities:

• Lead and manage customer service operations within the distribution center.
• Ensure timely and accurate order fulfillment and delivery to meet customer expectations.
• Monitor and analyze customer feedback to identify areas for improvement.
• Resolve escalated customer issues and implement corrective actions.
• Collaborate with internal teams to optimize processes and enhance service quality.
• Develop and maintain metrics to track customer satisfaction and delivery performance.
• Coaching & development of spares & kitting team, ensuring coverage and cross training is in place to meet customers needs
• Drive continuous improvement initiatives to enhance the overall customer experience.
• Identify & Drive process improvements with wider GE business impacting the distribution center
• Ensure compliance with safety, quality, delivery, and cost (SQDC) priorities.
• Drive program status performance tracking & reviews
• Resolve high-level issues that have been escalated, ensuring a satisfactory outcome for both the customer and the company.

Required qualifications:

• Bachelor's Degree from an accredited college or university (or a high school diploma/GED with a minimum of 4 years warehousing, logistics or manufacturing environment + minimum of 5 years warehousing, logistics or manufacturing environment)

Desired characteristics:

• Strong leadership and communication skills.
• Experience in distribution center operations or customer service management.
• Ability to analyze data and implement process improvements.
• Commitment to safety, quality, and customer satisfaction.

GE Aerospace offers comprehensive benefits and programs to support your health and, along with programs like HealthAhead, your physical, emotional, financial and social wellbeing. Healthcare benefits include medical, dental, vision, and prescription drug coverage; access to a Health Coach from GE Aerospace; and the Employee Assistance Program, which provides 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Aerospace Retirement Savings Plan, a 401(k) savings plan with company matching contributions and company retirement contributions, as well as access to Fidelity resources and planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability insurance, life insurance, and paid time-off for vacation or illness.

GE Aerospace (General Electric Company or the Company) and its affiliates each sponsor certain employee benefit plans or programs (i.e., is a "Sponsor"). Each Sponsor reserves the right to terminate, amend, suspend, replace or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a Sponsor's welfare benefit plan or program. This document does not create a contract of employment with any individual.

Compensation grade: SPB2

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