Customer Support Representative
Eaton’s Fluid Electrical Distribution division is currently seeking a Customer Support Representative to join our team. The person in this role will report onsite at the Bethel, CT facility.
The Customer Support Representative role is responsible for coordinating 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, cost, and on-time delivery expectations. Develop and maintain relationships that foster additional growth opportunities and strengthen customer loyalty. Ability to balance customer requirements with company capabilities and objectives.
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.
You will function as primary focal point of contact for assigned customer related inquiries and represents the voice of the customer within the facility
You will perform contract review of all orders for customer requirements to ensure Order Administration is processing orders per negotiated requirements including exporting requirements.
You will assure compliance with all export control regulations-ITAR and coordinates with Global Trade Management (GTM) as required
You will ensure orders are received into the ERP system and/or other support databases. Accountable for ensuring demand alignment and you may perform Order Administration, as required
You will ensure that the customer’s supplier web-based purchasing systems’ requirements are being fulfilled and interface with Order Administration to ensure customer requirements are met and completed. Interface with customer to mitigate exceptions to meeting customer requirements.
You will 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.
You will prepare quotations and longer-term agreements for legacy business
You will support the internal activities of all departments involved in achieving customer commitments
You will assess market channel delivery options (direct or through distribution) through pre-defined criteria
You will support in negotiating contract pricing, delivery, administrative requirements and conditions ensuring compliance with Eaton’s policies, terms and conditions from proposal through shipment
You will manage Customer Metrics - Customer Complaint Process and keeps customer database updated with all activities and maintains all records for account responsibility
You will assess current practices for continuous process improvements and supports continuous improvements meetings and events.
we embrace the different idea, perspectives and background that make each of us
unique, we – as individuals and as a company – are stronger.
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.
Bachelor’s Degree from an accredited institution required.
Minimum 2 years’ experience interfacing with customers required
Must be eligible to work in the United States without company sponsorship.
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 is provided for this role, a qualified candidate must already reside within a 50 mile radius of Bethel, CT
Ability to confirm contractual agreements/terms are met through utilization of contracts matrix
Basic knowledge of FAA requirements for repair and PMA purchases
Basic knowledge of CAS/TINA requirements
Basic knowledge of D-Trade requirements
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: North America – US/Puerto Rico
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
Travel: Yes, 10 % of the Time