Senior Customer Support Representative -- Euclid, OH
Eaton’s Fuel and Motion Control Systems division of Eaton’s Aerospace Group is currently seeking a Senior Customer Service Representative to join our team. This position is based at our Euclid, OH location.
The Euclid facility has approximately 400 employees and is a leader in the design, development, manufacture and delivery of Aerospace Fuel Pumping components, systems and services to the global aftermarket and OEM markets.
The Senior 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.
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.
Function as primary focal point of contact for assigned customer related inquiries and represents the voice of the customer within the facility
Be accountable for ensuring orders 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
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
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
Assesses current practices for continuous process improvements
When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.
Bachelor’s degree from an accredited institution required
Minimum two (2) years of customer interface experience in a manufacturing environment
Candidates must be legally authorized to work in the United States without out 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 Euclid, OH will be considered. Active Duty Military Service member candidates are exempt from the geographical area limitation.
Proficient in reading and writing in English
Forecasting; leadership skills/experience; aerospace product knowledge
Proficent in Excel, MS Outlook, Qlikview, PowerPoint, MRP Systems (e.g., MFGPro, SIEBEL)
Prior experience in forecasting, leadership skills/experience
Attention to detail accuracy, organizational skills, follow-up and ability to learn and apply new concepts, follow detailed work instructions, confirm contractual agreements/terms are met through utilization of contracts matrix, effective communication skills (verbal and written), presentation skills, data analysis 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.
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 FMC Fuel Motion Control Systems
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