General Electric Customer Service Leader in Brisbane, Australia

About Us:

GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

Role Summary:

The Customer Service Leader will lead efforts to ensure customer service excellence for the execution of GE Transportation contracts to ensure contractual obligations and operational objectives are achieved. This role will be based at Aurizon’s headquarters and provide coordination, direction and assistance to all executed contracts. This role will lead and manage the dedicated service team supporting Aurizon.

Essential Responsibilities:

Reporting directly to the ANZ Senior Service Leader and working closely with the Account Director, Project teams and Service team this role will;

  • Support pre-and post-contractual administration and management

  • Ensure adherence to contractual Terms & Conditions

  • Manage variations and claims to ensure profitability of contracts and a high level of customer service

  • Assist in the development of estimates for internal financial reporting periods

  • Report and communicate project updates

  • Assist in the definition and management of new proposals that meet the customers’ requirements

  • Ensure the seamless implementation of the Aurizon Long Term Parts Agreement

  • Ensure timely resolution of customer issues and customer satisfaction

  • Function as a liaison between internal organisations and customer for assigned contracts

  • Set account priorities and develop processes and procedures that ensure continuous improvement to contract and customer service

  • Coordinate the efforts of cross-functional groups and across shifts / time-zones to resolve issues that impact key performance criteria

  • Motivate, lead and manage the service team supporting the Aurizon account

  • Produce monthly reporting on performance criteria

  • Develop a deep understanding of the customer’s business to identify opportunities for account growth

  • Build a strong long-term relationship with Aurizon

Qualifications/Requirements:

  • This role requires a minimum of 5 years’ experience working within the Rail Industry

  • Bachelor’s degree from an accredited university of college

  • Proven ability to deliver services and projects to satisfy customer and contractual requirements

  • Willingness and ability to travel within assigned region

  • Effective problem identification and solution skills

  • Strong business acumen and commercial savvy

  • Strong customer service mindset

  • Demonstrated ability to lead small team, coach individuals and set account priorities

  • Ability to manage effectively several projects simultaneously in a dynamic and face paced environment

  • Strong oral and written communication skills

  • Strong interpersonal and leadership skills

Desired Characteristics:

  • Strong oral and written communication skills.

  • Strong interpersonal and leadership skills.

  • Ability to influence others and lead small teams.

  • Lead initiatives of moderate scope and impact.

  • Ability to coordinate several projects simultaneously.

  • Effective problem identification and solution skills.

  • Proven analytical and organizational ability.

Locations: Australia; Brisbane

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www1.eeoc.gov/employers/upload/eeocselfprint_poster.pdf . 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.