Customer Support Representative

Job Description

Eaton’s Fluid Electrical Distribution is currently seeking a Customer Support Representative to join our team. This position is based at our Bethel, CT. 


Position Overview:

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.

 
In this function you will:
  • Function as primary focal point of contact for assigned customer related inquiries and represents the voice of the customer within the facility

  • Perform contract review of all orders for customer requirements to ensure Order Administration is processing orders per negotiated requirements including exporting requirements.

  • Assure compliance with all export control regulations-ITAR and coordinates with Global Trade Management (GTM) as required

  • 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

  • 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.

  • 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.

  • Prepare quotations and longer-term agreements for legacy business

  • Support the internal activities of all departments involved in achieving customer commitments

  • Assess market channel delivery options (direct or through distribution) through pre-defined criteria

  • 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

  • Assess current practices for continuous process improvements and supports continuous improvements meetings and events.

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 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 benefit is being offered for this position.  Only candidates within a 50-mile radius of Bethel, CT will be considered.  Active Duty Military Service member candidates are exempt from the geographical area limitation.

Preferred qualifications:
  • 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 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.

 
#LI-CP1

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.

Job: Sales

Region: North America – US/Puerto Rico
Organization: AER FED Fluid Electrical Distribution

Job Level: Individual Contributor
Schedule: Full-time
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