Job Description SummaryAn exciting opportunity to join a dynamic team responsible for all Dowty Propellers customer support activities. As a Customer Order and Fulfilment Specialist you will be responsible for managing key customer accounts, providing vital support to keep airlines and military customers flying. A varied job, with a new challenge every day in which you will be able to confidently and proficiently handle day to day queries, understand the contractual terms relating to your key customers and ensure the business is executing against them. You will be providing weekly status reports on all customer orders through liaison with our Operations and you will work with multiple departments to solve complex customer problems. You will be given KPI ownership relating to both department processes and your own customer accounts and will be expected to work proactively to meet or exceed these targets.

The Customer Operations department is regulated through a Quality system and follows key defined processes, in order to successfully execute these processes you will be computer literate, able to learn new processes and apply knowledge across multiple situations & ideally have experience of ERP system. You will be a self-motivated team player and able to work with minimal supervision individually and with your peers to deliver internal improvement projects. You will have a curious mind looking to learn and grow and will be supported by the team with the appropriate training and development opportunities.

Job Description

Essential Responsibilities 

Order Management

Repairs Order management

Spares Orders management

Customer Order Book generation

Prioritisation of orders

Quoting

Invoicing

Customer Forecasting

Customer Satisfaction and swift resolution of issues, proactive in continuing to push for resolution until the customer is satisfied

Contract knowledge and ability to execute against contractual terms

Responsible for Key Performance Indicators – ability to recognise negative trends in KPI and

initiate remedial actions

Function as liaison between internal organizations and customers for assigned contracts

Able to negotiate and advocate internally on behalf of customers

Follow existing procedures and challenge where appropriate to introduce Continuous improvements to business processes

Develop strong customer relationships with international customers

Work with team to deliver/lead continuous improvement projects within the scope of the departments’ responsibility

Qualifications / Requirements 

Bachelor’s degree or equivalent knowledge or experience

Commercial or customer facing experience

Desired Characteristics 

Ability to work with cross-functional teams to deliver effective customer service

Strong oral and written communication skills

Lean training or participation/leadership of continuous improvement projects

Problem solving skills, ownership of issue resolution and key metrics

Knowledge and experience of the aviation industry

Total Reward

At Dowty Aerospace (A GE Aerospace company) 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

Right to Work

Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, under the applicable UK immigration rules as may be in place from time to time, it may be that candidates who do not currently have the right to work in the UK may not be appointed to a post if a suitably qualified, experienced and skilled candidate who does not require sponsorship is available to take up the post. For further information please visit the UK Visas and Immigration website.

Additional Information

Relocation Assistance Provided: No