Senior Customer Service Representative

Job Description

Eaton’s Aerospace Fluid Electrical Distribution Division is currently seeking a Senior Customer Service Representative to join our team. This position is based at our Glenolden, Pennsylvania facility.


The Senior Customer Service Representative is responsible for being the primary focal point of contact for assigned customer related inquiries and represents the voice of the customer within the facility.


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:
  • Perform contract review of all orders for customer requirements to ensure that the processing of orders per accepted requirements.

  • Ensure orders are received into the ERP system and/or other support databases.  Accountable for ensuring demand alignment.

  • Ensure that the customer’s supplier web-based purchasing systems’ requirements are being fulfilled.

  • Assure compliance with all export control regulations- ITAR.

  • 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.

  • Coordinate resolving issues by achieving a mutually acceptable solution between Eaton and the customer. 

  • Represent Eaton in delivering plant recovery plans.

  • Assess market channel delivery options (direct or through distribution).

  • Coordinate and supports 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.

  • Facilitate and/or support customer visits and review meetings (travel up to 5% of time)

  • Have fundamental understanding of FAA requirements for repair and PMA purchases CAS/TINA requirements and D-Trade requirements.

  • Assesses current practices for continuous process improvements.

  • Provide backup where necessary for Customer Service team and assumes other duties as assigned.

  • Support finance organization and collection activities in meeting targets.

When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.


Required (Basic) Qualifications:

  • Bachelor’s Degree from an accredited institution required.

  • Minimum 5 years of experience in a customer service, contract administration or related experience in a manufacturing environment.

  • 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 Glenolden, PA facility.  Active Duty Military Service member candidates are exempt from the geographical area limitation.


Preferred Qualifications:

  • Master’s Degree from an accredited institution.


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.

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: No