Customer Service Representative
Manage the relationships between Eaton’s Sites, Customers, Operations Teams, and other key functions within the organization to ensure complete customer satisfaction. Coordinate with other Fluid and Electrical Distribution (FED) locations supported by the Customer Service team ensuring “one voice to the customer.” Provide support relative to specific tasks regarding program execution for development, low rate, and full rate production programs in order to facilitate a smooth transition.
This position will not be engaging in negotiations of any kind directly with a third party customer. This position will be responsible for enabling real time delivery status communication to third party customers and any other Eaton FED locations, if applicable, Such communciations will simply be the update of Tijuana plant delivery commitments, or performance thereto, as it relates to customer delivery requirements as flowed down by any FED locations.
A. Manage and facilitate the daily delivery status communication between the Plant, operations and Customer. Implement, lead, or support customer action calls, customer visits, complaint resolution.
B. Manage Customer Service responsible activities for PRO Launch projects and participate in Integrated Program Team meetings to ensure a smooth transition from new program development to full rate production.
C. Develop an internal support plan to meet customer delivery and quality performance expectations and requirements as flowed down across the different Eaton Plants. Manage all Tijuana performance measurements to optimize the customer’s perceptions. Includes customer scorecard review, resolving variances, and distribution of customer metrics throughout the organization.
D. In partnership with the different Eaton Plants conduct necessary analysis to understand market and customer trends. Provide input for presentations to create support, understanding, and awareness to the overall FED Division organization.
E. Understand all executed contract terms, as flowed down and directed by the Division for assigned customers through collaboration with Contracts, Pricing, Sales, and Accounts Receivable to ensure full compliance. Identify and communicate shifts in customer demand impacting Eaton’s profit plan. This position is responsible for communicating delivery commitments across Eaton’s Sites and customer.
F. Support and participate in annual Customer Relationship Review process utilizing applicable tools to capture customer concerns and follow up for resolution.
G. Support the Division Order Management to ensure accurate and timely order processing, quote submittal, and return material processing. Maintain knowledge and train others to navigate and manage customer websites and web based portals to assure the most efficient processes are deployed to maximize customer satisfaction.
H. Manage changes in customer demand to ensure accurate flow down in support of on time delivery and sales, inventory, and operations planning (SIOP) initiatives.
I. Support high visibility customer engagement teams, Program Management reviews, rate readiness reviews etc., as applicable.
J. Support upside opportunities through managing case by case scenarios for fee application through communication, enforcement, and identifying billing opportunities.
K. Lead, or participate in, Customer Service key strategic initiatives.
• BA or BS from an accredited institution
• 2-3 years of work experience in customer service, sales, or related field.
• Excellent interpersonal skills
• Understands the culture of the company as it relates to Continuous Improvement, Problem Solving, and the BOS Process.
• Judgment, logic, resourcefulness and creativity abilities.
• Sound teaming skills
• Demand management skills
• Knowledge of MRP systems, (MfgPro preferred) demand forecasting and scheduling systems.
• Knowledge of EDI would be an advantage.
• Computer literate with competency in Microsoft Office programs and web maintenance systems
Must present a positive and professional image. It is essential to be a creative thinker and strong communicator, with the ability to calmly influence people about their feelings toward emotional or controversial subjects. Timeliness and accuracy of responses is critical. Must have the ability to maintain focus and arrange priorities in an environment of multiple urgent requests from many global sources
We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters. We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.
Region: Latin America
Organization: AER FED Fluid Electrical Distribution
Job Level: Individual Contributor
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: No