Customer Service Account Manager

About the role

Eaton’s IS AER FED division is currently seeking a Customer Service Account Manager. This position will be located at our Beltsville, MD facility.

Responsibilities

• Manage all aspects of the customer relationship and daily interactions, serving as the primary point of contact for customer calls, visits, escalations, and complaint resolution.
• Proactively monitor and communicate customer delivery schedules, leveraging portal data to identify critical shortages and partnering with cross functional teams to expedite urgent customer needs.
• Review and process customer quotes, orders, returns, contested invoices, expedites, and follow ups with accuracy and timeliness; maintain strong product and part number knowledge across Eaton Beltsville product lines.
• Utilize enterprise systems and reporting tools (MFGPRO, C360, document management, pending/hold reports) to track issues, manage quality concerns, and support customer resolution.
• Support Order Management activities to ensure accurate order processing, timely quote submission, and efficient return material authorization; train and support team members in navigating customer web based portals.
• Negotiate and manage changes in customer demand, ensuring accurate flow down to support on time delivery, sales objectives, inventory management, and SIOP initiatives.
• Administer customer return processes in compliance with internal policies and customer requirements.
• Analyze and report internal and external customer performance metrics, including ontime delivery and quality, collaborating with customers to ensure data accuracy and alignment.
• Perform effectively in a fast paced, high volume environment, balancing multiple priorities while maintaining professionalism and customer focus.

Qualifications

• High School Diploma or GED from an accredited institution.
• Minimum of two (2) years experience in customer service or account management.
• Must be legally authorized to work in the United States without company sponsorship, now or in the future.

Preferred Qualifications

• Bachelor’s degree from an accredited institution.
• Minimum of two (2) years experience in account management supporting the aerospace industry.

Skills

• Computer literate with competency in Microsoft Office software programs and customer web-based maintenance systems.
• Good judgment, logic, resourcefulness, and creative abilities.
• Strong team player.
• Excellent interpersonal skills.
• Understands the culture of the company as it relates to Continuous Improvement and Problem Solving.

Benefits

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws. You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview.

Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.