Customer Order and Fulfillment Specialist

Job Description Summary

Responsible for facilitating transactions, producing, and delivering parts and equipment as part of a Service Agreement or Order. Primary point of contact for multiple internal customers, GE facilities for OTR (Order to Remittance) issues relating to total Order Processing including cash collection activities.

Responsible for defining work or projects with moderate complexity. Follow an individual work plan, meet day-to-day short-term objectives, and resolve issues through immediate action or short-term planning.

Role includes activities such as transaction processing, process management, materials management, site operations, or warehouse and shipping logistics. It includes manufacturing and other types of work, as well as management roles responsible exclusively for these activities. Is responsible for the quality of his own work. Is subject to direct supervision of operations/prescribed work instructions/system checks. Executes within a well-defined framework of operations. Generally, there is a step-by-step sequence of standard operational tasks that must be followed to achieve a result.

Job Description

Roles and Responsibilities

• Facilitate order management - process order intake, input into internal systems (Alpha/PMx). Connect to customer portals and systems. May support forecasting, billing, and collection activities. Responsible for total ownership of Order documents regarding accuracy, clarity, quality, and timelines.
• Key contact for customer inquiries, customer complaint (issue) resolution process. Work with operations to understand and communicate commits and status to customers. Must strive to meet all Customer request dates, reduce processing cycles, and keep backlog of orders to a minimum.
• Provide factory/sourcing commitments regarding short cycle demands and documentation to Customers and GE representatives as appropriate.
• Understand all Customer Special Requirements, communicate to and follow up with those responsible for all accurate and complete fulfillment.
• Manage and administer all fulfillment related exporting/importing activities including documents creation, shipment tracking and sales recognition.
• Handling Logistics for International Shipments.
• Applies general knowledge of business developed through education or past experience. Understands how work of own team contributes to the area.
• Resolves issues in collaboration with other team members or other areas using established procedures. Consults supervisor or more senior team members for issues outside of defined instructions/parameters.
• Focus on delivering key parts fulfillment metrics, including on time delivery to customer request date and committed date, order booking cycle, open defects and resolution, among others.

• Bachelor's degree in Business, Supply Chain, Logistics, Operations, or a related field.
• Some experience or exposure to Customer Order Fulfillment, Operations, Supply Chain, Logistics, or related areas.
• Good communication and teamwork skills.

• Work experience in international trading and in Customs in Mexico
• Prior experience in a global customer service position is preferred
• Ability to take initiative and prioritize, all while having clear communication with all related stakeholders.
• Ability to establish priorities and initiate pro-active issue resolution
• Ability to work with multiple and competing priorities in a fast-paced environment
• Strong teaming skills with a can-do attitude & ability to work effectively across matrixed organization
• Excellent interpersonal, verbal, and written communication skills
• Proficiency in SAP/PMx ERP
• Proficient in Microsoft Office Software
• Self-starter with ability to achieve results and attention to details.