Customer Service Manager - Aerospace

About the role

Eaton’s IS AER ITD Aerospace division is currently seeking a Customer Service Manager - Aerospace. The expected annual salary range for this role is $112,000 - $130,000 a year. Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations. Relocation assistance is available for a qualified candidate currently residing in the USA.

Responsibilities

• Manage the Customer Representatives' team with the objective to maximize customer satisfaction and increase performances.
• Recommend staff actions including selection recommendations; coach, propose disciplinary actions; perform employee performance appraisals; manage schedules and workload.
• Act as a Customer Representative, managing business interactions and relationships with customers.
• Achieve customer satisfaction, manage performance against customer requirements in accordance with contract.
• Serve as a primary communication internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery as well as additional growth opportunities and strengthen customer loyalty.
• Interface with strategic customers, provide updates on quotes, purchase orders, deliveries, manage expedites and schedule changes, ensure compliance to Terms and Conditions and monitor performances.
• Work with sales, planning, supply chain, operations, and quality.
• Interact extensively with customers and internal functions.

Qualifications

• Bachelor’s Degree from an accredited institution.
• 3 + years of experience in customer service, contract administration or related experience.
• 1 + years of experience managing a team.

Essential Functions

• Customer Assignment: Serve as the primary source of contact for assigned Customers related inquiries and represent the voice of the Customers.
• Manage all aspects of the Customer relationship and daily interactions.
• Support Order Management to ensure accurate and timely Order processing and returns.
• Understand all executed contract terms for assigned Customers through collaboration with Contracts Team.
• Maintain compliance with existing contracts for delivery requirements.
• Create and maintain Customer specific manuals, as well as key contractual elements.
• Negotiate and manage changes in Customer demand to ensure accurate flow down in support of on-time delivery.
• Follow up on quotes and monitor quotes.
• Manage Customer schedules and portals.
• Work closely with Accounts Receivable and Customers for quick resolution to contested invoices and deductions.
• Know and apply all terms of Long-Term Agreements for assigned Customers.
• Create and maintain Customer information documents for other team members' use.
• Collaborate with operations and supply chain to ensure Customer On-Time Delivery.
• Proactively monitor Customer delivery schedules and track critical shortages.
• Team with Supply Chain Management and Operations to expedite urgent Customer needs.
• Manage the Customer Service Representatives team.
• Ensure compliance to Sales and Operations processes.
• Implement and participate in rituals with key local interfaces (Planning Supply Chain, Quality, Sales, Finance…).
• Update work instructions as needed.
• Ensure adequate training for Customer Service Representatives.