Customer Fulfilment Leader

Customer Fulfilment Leader Job Description Summary

The Customer Fulfillment Leader – Gulf & NA serves as the primary liaison between the region and repair service centers, managing in-shop repair demands. They provide strategic leadership to balance timely customer deliveries and cost efficiency, leveraging KPIs within the Optimization Framework.

• Directing gas customer demands to the appropriate service center based on needs and capacity.
• Collaborating with Region CPM/Sales teams to ensure accurate job information for optimal service placement.
• Participating in weekly operational calls to communicate service center capabilities and set expectations.
• Overseeing repair demand logistics, ensuring timely shipments and meeting customer promise dates.
• The leader will drive LEAN projects, standardize processes across the Optimization team and Repair Value Stream.

What you’ll do;

• Oversee order processing, including intake, data entry into internal systems, and integration with customer portals. May also assist with forecasting, billing, and collections.
• Serve as the primary contact for customer inquiries and manage the resolution of complaints or issues.
• Collaborate with operations to track and communicate order commitments and status updates to customers.
• Possess a strong understanding of key business drivers, leveraging this knowledge to enhance work processes. Ensure seamless integration of team efforts with broader organizational goals.
• Exercise judgment in proposing solutions beyond standard parameters, guided by prior experience and on-the-job training. Utilize internal resources and analytical skills to address challenges.
• Oversee regional repair escalations and pacing processes as needed.
• Drive all regional KPIs, with a focus on fulfilment metrics.
• Build and maintain strong relationships with regional P&L leaders and actively participate in regional operational and communication rhythms.
• Collaborate with SI&OP and commercial teams to validate outage and transactional repair forecast inputs.
• Support all repair shops by managing backlog, balancing workloads, and optimizing processes.
• Work closely with internal and external teams within and outside the region, taking immediate action to resolve challenges affecting the delivery cycle.
• Serve as the voice of the customer for regional escalations, ensuring concerns are effectively addressed.
• Oversee regional short-cycle orders, reduce processing time, and minimize backlog.
• Lead efforts to integrate, standardize, and simplify systems, ensuring alignment with regional and global directives.
• Develop and implement strategies for customer fulfilment metrics, regularly communicating results and initiatives to the regional customer base.
• Perform other tasks assigned by the immediate leader/manager, either verbally or in writing.

What you’ll bring (Basic Qualifications);

• This role requires advanced experience in the Services & Customer Order and Fulfillment.
• Bachelor’s degree from an accredited university or college (or a high school diploma / GED with at least 7 years of experience in Job Family Group(s)/Function(s)).

What will make you stand out;

• Strong project management skills
• Overall proficiency with MS Excel, Word, Outlook, Access database tools
• Strong interpersonal skills
• Strong oral and written communications
• Enjoys troubleshooting and problem solving

Relocation Assistance Provided: No