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. Key responsibilities include:

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.

• 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.

• 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)).

• 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