Eaton’s Aerospace Fluid Electrical Distribution Division is currently seeking a Customer Service Representative to join our team. This position is based at our Rumford, Rhode Island facility.
The Customer Service Representative is responsible for managing business interactions and relationships between Customers and Eaton. In this role, you will coordinate across functional disciplines to achieve customer satisfaction, manage performance against customer requirements in accordance with contract obligations, terms and conditions, and ensure timely and effective customer communications internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery expectations. Additionally, you will develop and maintain relationships that foster additional growth opportunities and strengthen customer loyalty and have the 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.
Serve as a primary source of contact for assigned customer related inquiries and represents the voice of the customer within the facility.
Manage all aspects of the customer relationship and daily interactions. Implement, lead, or support customer action calls, customer visits, complaint resolution, etc.
Support 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.
Develop an internal support plan to meet all customer performance expectations and requirements.
Manage all performance measurements to optimize the customer’s perceptions, including customer scorecard review, resolving variances, and distribution of customer metrics throughout the organization.
Pursue customer supplier awards and coordinate internally.
Conduct necessary analysis to understand market, customer trends and demand volatility.
Understand all executed contract terms for assigned customers through collaboration with Contracts, Pricing, Sales, and Accounts Receivable to ensure full compliance.
Monitor existing contracts for compliance relative to delivery requirements, identify and communicate shifts in demand impacting Eaton’s profit plan.
Develop and maintain Customer specific manuals, as well as, key contractual elements and executive summaries.
Negotiate and manage changes in customer demand to ensure accurate flow down in support of on time delivery and sales, inventory, and operations planning (SIOP) initiatives.
Required (Basic) Qualifications:
Bachelor’s Degree from an accredited institution required.
College internship experience or a minimum of 1 year of experience interfacing with customers.
Proficient in reading, writing and speaking English.
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 is being offered for this role. All candidates considered must live within 50 miles of the Rumford, RI facility. Active Duty Military Service member candidates are exempt from the geographical area limitation.
Minimum 5 years of experience in customer service, contract administration or related experience in a manufacturing environment.
Proficiency or knowledge of ERP systems.
Prior experience with customer portals.
Certification in Production and Inventory Management.
Present a positive and professional image.
Strong Business acumen.
Timeliness and accuracy of responses are critical.
Ability to maintain focus and arrange priorities in an environment with multiple urgent requests from multiple sources.
Self-motivated and a proficient communicator.
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 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