General Electric Customer Service Leader in Brisbane, Australia
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.
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.
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
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
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.