Senior Customer Service Representative

About the role

Eaton’s IS AER FMC division is currently seeking a Senior Customer Service Representative. This is a full time, on-site position based at our Aerospace manufacturing facility in Jackson, MS.

Responsibilities

• Coordinates across functional disciplines to achieve customer satisfaction
• Manages performance against customer requirements in accordance with contract obligations, terms and conditions
• Ensures timely and effective customer communications internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery expectations
• Develops and maintains relationships that foster additional growth opportunities and up-sell products as an extension of the sales force
• Ability to balance customer requirements with company capabilities and objectives
• Functions as primary point of contact for assigned customer related inquiries and represents the voice of the customer within the facility
• Performs contract review of all orders for customer requirements to ensure that the Associate Representative (i.e., Order Administration) is processing orders per negotiated requirements including importing and exporting requirements
• Accountable for ensuring orders are received into the ERP system and/or other support databases
• Accountable for ensuring demand alignment of customer demand to ERP system
• Accountable for ensuring that the customer’s supplier web-based purchasing systems’ requirements are being fulfilled
• Takes ownership of total customer satisfaction for assigned customers
• Establishes and executes customer scorecard reviews with functional groups to ensure customer metrics are improved and actions are being taken, as appropriate
• Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer, in anticipation of customers’ needs
• Captures and executes plant recovery plans
• Coordinates and supports in negotiating contract pricing, delivery, administrative requirements and conditions ensuring compliance with Eaton’s policies, terms and conditions from proposal through shipment
• Manages Customer Metrics and keeps customer database updated with all activities and maintains all records for account responsibility
• Represents the company at customer review meetings (on and potentially at off-site meetings)
• Assures compliance with all export control regulations- ITAR

Qualifications

• Minimum Bachelor's Degree from an accredited institution
• Minimum two (2) years experience with customer service support for enterprise and/or industrial industries
• This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR)

Preferred Qualifications

• Experience in Aerospace Industry
• Two (2) years experience interfacing with customers in a manufacturing environment
• Fundamental understanding of FAA requirements for repair and PMA purchases
• Fundamental understanding of CAS/TINA requirements
• Proficient with lean tools and active continuous improvement practices
• Proficient with Microsoft Office and MRP Systems

Skills

• Strong ethics, values and the ability to influence others’ decision making
• Ability to manage multiple projects/activities; results driven
• Knowledge of product and manufacturing process
• Process oriented and ability contribute to continuous improvement
• Excellent communication and interpersonal skills
• Ability to lead change in a team environment
• Ability to deal with ambiguity and make effective decisions
• Knowledge of or ability to quickly learn hydraulics products and processes
• Ability to quickly analyze, identify and implement opportunities and corporate initiatives for improvement that have measurable dollar impact each year
• Customer oriented, Detail oriented
• Collaborative style and ability to work cross functionally

Benefits

We are committed to ensuring equal employment opportunities for all job applicants and employees. 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.