Job description
Eaton’s AER FMC Fuel Motion Control Systems division is currently seeking a Sr. Customer Service Representative at our Euclid, OH facility. The Sr. 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.
The expected annual salary range for this role is $77249.97 - $113299.96 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:
- 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 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.
- Assess repair reports provided by MRO in order to provide accurate quotes to customers.
- Provide continuous feedback to the customer on repair status throughout the repair 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.
Qualifications:
Required (Basic) Qualifications:
- High School diploma and minimum five (5) years of customer service experience in an aerospace manufacturing environment in lieu of a bachelor’s degree.
- Minimum two (2) years of customer service experience in a manufacturing environment.
- 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 will be offered for this position. Only candidates who reside within a 50-mile radius of the Euclid, OH facility will be considered for this position. Active-Duty Military Service member candidates are exempt from the geographical area limitation.
- Must be authorized to work in the United States without company sponsorship now or in the future.
Preferred Qualifications:
- Forecasting; leadership skills and experience; aerospace product knowledge
- Strong computer Skills: Excel, MS Outlook, Qlikview, PowerPoint, MRP Systems (e.g., MFGPro, SIEBEL)
Skills:
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 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 us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.
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 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.
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