Customer Service Manager

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

This position is responsible for managing the site customer service team’s overall performance, including coaching, and assisting team members to drive customer service initiatives that maximize customer satisfaction, increase sales, reduce cycle time, reduce cost, and increase quality; cross functional collaboration with all functions to ensure optimum customer advocacy.

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The expected annual salary range for this role is $91500.03 - $134200.04 a year. This position is also eligible for a variable incentive program.

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.

What you’ll do:

• Supervisor three customer account managers. Train and mentor on customer service procedures and policies.

• Be responsible for overall customer management, including review and interpretation of contracts, accurate and timely order entry, providing order status and administering customer returns.

• Collect and analyze data to develop customer specific pricing, pricelists and LTA offers. Prepare quotations and long-term agreement submittals for legacy business and manages quote turn-time and capture rate.

• Analyze trends and report on Intake, forecast accuracy, gaps and low/negative margin parts.

• Provide continuous feedback to the customer on order status throughout the production cycle. Work closely with cross functional team to determine updates.

• Maintain Customer Service databases, files, and metrics. Ensuring that customer website and portal purchasing system requirements are fulfilled.

• Provide backup where necessary for Customer Service Team and assume other duties as assigned.

• Support collection activities and manage export control regulations.

• Support customer visits (travel up to 10% of time).

Qualifications:

Required (Basic) Qualifications:

• High School Diploma or GED from an accredited institution.

• Minimum of five (5) years experience in a customer facing role.

• Must be legally authorized to work in the United States without company sponsorship, now or in the future.

• 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.

• No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of Rumford, RI will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.

Preferred Qualifications:

• Minimum of one (1) year supervisory experience.

Position Success Criteria:

• Strong leadership and coaching skills. The ability to build and sustain a high-performance team and to successfully communicate and develop a sense of urgency and commitment to meet team goals.

• Excellent interpersonal and communication skills.

• Computer literate with competency in Microsoft Office software programs, MRP system, and customer web-based portals.

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We know that good benefit programs are important to employees and their families. 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 (https://www.eaton.com/content/dam/eaton/company/careers/US%20Benefits%20updated%2010.24.22.pdf) 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.