Customer Order Fulfilment Executive_ SP1

1. Role Purpose 

The Customer Order Fulfilment Executive is responsible for the day-to-day execution and management of customer orders, enquiries, quality requests, and work orders through the Customer Order Fulfilment Portal. The role ensures customer requests are accurately validated, prioritised, tracked, updated, and completed within agreed Service Level Agreements (SLAs). 

The role acts as an operational link between Customers, Airlines, MRO, Quality, Supply Chain, Engine Clearance, PSC Shipping, CEVA Logistics and SAP operations teams to ensure timely fulfilment, clear communication, and high-quality customer service. 

Role Summary 

This is an execution-focused role supporting customer order fulfilment, workflow progression, SLA tracking, data accuracy, escalation coordination, and customer communication across Airlines, MRO and Quality request types. 

2. Key Responsibilities 

2.1 Customer Order Processing 

• Review and validate customer order submissions and ensure mandatory information is complete. 
• Create, update, assign, and monitor work orders in the Customer Order Fulfilment system or portal. 
• Ensure order information such as priority, part number, quantity, PO details, customer account, tail registration, ESN, attachments and free text comments are accurately captured. 
• Track customer requests through each workflow stage from submission to closure. 
• Maintain accurate status updates and ensure all actions are traceable. 

2.2 Priority Order Management 

• Priorities and manage urgent requests such as AOG, Build Stop, Expedite, RFQ, quality investigation and stock enquiry cases. 
• Monitor work queues and identify orders at risk of SLA breach. 
• Escalate critical requests to fulfilment leads, Quality, Shipping, CEVA, Engine Clearance or SAP teams as required. 
• Ensure work allocation is aligned to operational priority and customer impact. 

2.3 Work Order Lifecycle Management 

• Update order status using agreed work order states such as Submitted, In Process, On Hold, Customer Action, Cancelled and Complete. 
• Capture comments, follow-up actions, handovers and operational decisions within the work order record. 
• Ensure attachments, shipping references, airway bill information and supporting documents are added where required. 
• Support handover continuity across shifts, downtime periods and account cover arrangements. 

2.4 Customer Communication 

• Provide clear, professional, and timely updates to customers through the defined communication channels. 
• Respond to customer questions, status requests and fulfilment queries within agreed response targets. 
• Support customer adoption of portal-based order tracking and reduce email-based follow-ups. 
• Ensure customer-facing responses are accurate, concise and aligned to agreed business process. 

2.5 Cross-Functional Coordination 

• Coordinate with Airlines, MRO, Quality, Supply Chain, Civil Portfolio, Engine Clearance, PSC Shipping, CEVA Logistics and SAP support teams. 
• Follow up on dependencies required to progress orders, clear VET codes, create deliveries, complete shipping actions or resolve quality concerns. 
• Support daily operational reviews, backlog checks and escalation discussions. 
• Ensure actions assigned to cross-functional teams are tracked to closure. 

2.6 SLA and Performance Support 

• Monitor active work orders against applicable SLA and priority rules. 
• Support achievement of SLA targets for AOG, Expedites, Build Stops, Standard Orders and VET Clearance. 
• Flag SLA risks early and support recovery actions. 
• Maintain accurate data to enable operational dashboard reporting and performance reviews. 

2.7 Data Quality, Compliance and Governance 

• Ensure customer, order, part, quantity and process data is accurate and complete. 
• Maintain audit trail integrity and support compliance with internal process requirements. 
• Handle customer and business information in line with data protection and access control requirements. 
• Support process audits, root cause reviews and data reconciliation activities. 

2.8 Continuous Improvement 

• Identify opportunities to reduce manual administration, duplicated effort and email dependency. 
• Provide feedback on portal usability, workflow gaps, dashboard improvements and customer pain points. 
• Support lean improvements, standard work instructions and digital transformation activities. 
• Contribute to improving customer experience, order accuracy and operational productivity. 

3. Priority Categories Managed

Airlines

AOG, Expedites, Orders, Quotes, PF Invoices, IP Orders, Invoice Query, General 

Fast validation, priority triage, customer visibility and timely status updates 

MRO

Build Stop, Expedites, Standard, Stock Enquiry, RFQ, CPL, General 

Workflow progression, delivery coordination, VET and shipping follow-up 

Quality

Build Stop/AOG concerns, Buyback Requests, QNs, Defect Types, Finance Investigations, General 

Quality concern tracking, investigation support, data capture and closure discipline 

4. Key Deliverables 

• Customer orders and work orders processed accurately and within target timelines. 
• SLA risks identified early with appropriate escalations raised. 
• Work order status, comments, attachments and audit trail maintained accurately. 
• Customer queries responded to professionally and within agreed response expectations. 
• Operational dashboards and workload trackers supported with reliable data. 
• Backlog, handover and work queue visibility maintained for the wider team. 
• Reduced dependency on shared inboxes and manual follow-ups. 

Experience and Qualifications 

Bachelor degree in Engineering, Business Administration, Supply Chain, Commerce or related discipline. 

2-5 years of experience in customer operations, order management, logistics, supply chain, service delivery or similar operational environment. 

Ability to manage multiple customer requests, priorities and follow-ups in a controlled manner. 

Strong written and verbal communication skills. 

Preferred 

Aerospace, aviation, MRO, aftermarket services, defense or manufacturing experience. 

Exposure to SAP, ERP, work order management tools or customer portals. 

Lean, continuous improvement or process standardization exposure. 

Experience supporting SLA-driven operations. 

Skills and Competencies 

Technical / Functional Skills

Customer order management 

Work order processing 

SAP / ERP awareness 

Supply chain and logistics understanding 

Dashboard and tracker usage 

SLA and KPI monitoring 

Data entry accuracy 

Issue follow-up and escalation 

Behavioral Competencies

Customer focus 

Attention to detail 

Communication skills 

Accountability 

Problem solving 

Team collaboration 

Prioritization 

Adaptability