Senior Customer Service Representative

Eaton’s Aerospace Division is currently seeking a Senior Customer Service Representative to join our team. This position is based at our Euclid, OH facility.

Position Overview:

The Euclid facility has approximately 300 employees and is a leader in the design, development, manufacture and delivery of Aerospace Fuel Pumping components, systems and services to the global aftermarket and OEM markets.

The Senior Customer Support Representative will coordinate across functional disciplines to achieve customer satisfaction. Manage performance against customer requirements in accordance with contract obligations, terms and conditions. Ensure timely and effective customer communications internally and externally to fulfill contract obligations meeting quality and on-time delivery expectations. Develop and maintain relationships that foster additional growth opportunities and up-sell products as an extension of the sales force.

Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours.

In this role, you will:

• Function as the primary focal point of contact for assigned customer related inquiries and represents the voice of the customer within the facility.
• Be accountable for ensuring repair quotes are entered into the ERP system and/or other support databases. Accountable for ensuring demand alignment and accuracy of demand plan for assigned customers within the SIOP process.
• Be accountable for ensuring that the customer’s supplier web-based purchasing systems’ requirements are being fulfilled
• Provide continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer in anticipation of customers’ needs
• Coordinate the internal activities of all departments involved in achieving customer commitments. Coordinates issue resolution by achieving a mutually acceptable solution between Eaton and the customer. Represents Eaton in delivering plant recovery plans.
• Assess market channel delivery options (direct or through distribution).
• Support in negotiating contract pricing, delivery, administrative requirements and conditions ensuring compliance with Eaton’s policies, terms and conditions from proposal through shipment.
• Manage Customer Metrics - Customer Complaint Process and keeps customer database updated with all activities and maintains all records for account responsibility.
• Represent the company at customer review meetings (potentially at off-site meetings).
• Be accountable for ensuring that shipping documentation is accurately issued and passed on to the shipping department, Review compliance with all export control regulations.
• Assess current practices for continuous process improvements.

When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.

Qualifications

Required (Basic) Qualifications:

• Bachelor’s degree from an accredited institution
• Minimum two (2) years of customer service experience in a manufacturing environment
• Must be authorized to work in the United States without company sponsorship now or in the future
• No relocation benefit is being offered for this position. Only candidates that currently reside within 50 miles of the Euclid, OH facility will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.
• This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. ‘Green Card Holder’), Political Asylee, or Refugee

Preferred Qualifications:

• Aerospace industry experience
• ERP system experience
• Experience working with Customer 360

Position Success Criteria:

• Directly impacts customer satisfaction (CRR) through effective communication and problem resolution
• Will influence the site’s orders, sales and OTD, Order Cycle Time, Quote Cycle Time, Shipment Status Accuracy, DSO, Outstanding Debits and Contested Invoices, Return Material Cycle Time
• Development of Organizational Capability with the customer service employees
• Employee satisfaction scores
• This position typically deals with a mix of medium or high dollar, medium or high complexity

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 also considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call [Register to View] or send an email to: AccommodationsForApplying@Eaton.com

We provide benefits that are industry competitive and focused on employee well-being. Listed below are programs that are offered globally, but program availabilities may vary by site.

• Flexible work options to help balance work/life demands (at participating Eaton sites)
• Healthcare/retirement savings programs
• Competitive compensation packages to reward skills and performance
• Tuition assistance or financial help for ongoing learning and development
• Health, Dental, Vision & Wellness programs
• Donation matching (U.S., Canada, Puerto Rico)

#LI-KH1

Eaton considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call [Register to View] or send an email to: AccommodationsForApplying@Eaton.com

What you will get from us

Eaton’s mission is to improve the quality of life and the environment through the use of power management technologies and services. We provide sustainable solutions that help our customers effectively manage electrical, hydraulic and mechanical power – more safely, more efficiently and more reliably. Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours. Eaton’s 2020 revenues were $17.9 billion, and we sell products to customers in more than 175 countries. We have approximately 85,000 employees.

We make work exciting, engaging and meaningful for our employees through our dedication to tackling some of the toughest power management challenges on the planet and by never losing sight of what matters. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We pledge to always foster a diverse and inclusive environment, including inclusion resource groups that bring together employees who share a common purpose, interest or background. In the past year, our company has received top employment recognition by the Human Rights Campaign and almost fifty percent of our Board of Directors represented diverse groups. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.

We have demonstrated our passion for sustainability with the recent announcement of cutting carbon emissions from the company’s operations by at least 50 percent by 2030. We are ethical, passionate, accountable, efficient, transparent and committed to learning. We are confident we can deliver on our promise to improve the quality of life and the environment because of the attributes that our employees embody.

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.

Job: Supply Chain / Logistics

Region: North America – US/Puerto Rico
Organization: AER FMC Fuel Motion Control Systems

Job Level: Individual Contributor
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes – Hybrid
Does this position offer relocation?: No
Travel: Yes, 10 % of the Time