Sr. Customer Service Representative

Eaton’s IS AER ITD division is currently seeking a Sr. Customer Service Representative.

## What you’ll do:

PRIMARY FUNCTION:

The Customer Service Representative Senior is responsible for managing business interactions and relationships with customers. Achieve customer satisfaction, manage performance against customer requirements in accordance with contract. Serve as a primary communication internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery as well as additional growth opportunities and strengthen customer loyalty.

ESSENTIAL FUNCTIONS:

A. Serve as the primary source of contact for assigned Customers related inquiries and represent the voice of the Customers.

B. Manage all aspects of the Customer relationship and daily interactions.

C. Support Order Management to ensure accurate and timely Order processing and returns.

D. Understand all executed contract terms for assigned Customers through collaboration with Contracts Team.

E. Monitor existing contracts for compliance relative to delivery requirements.

F. Develop and maintain Customer specific manuals, as well as key contractual elements.

G. Negotiate and manage changes in Customer demand to ensure accurate flow down in support of on-time delivery.

H. Follow up on quotes and monitoring quotes

I. Maintain knowledge and train others to navigate and manage Customer schedules

J. Work closely with Accounts Receivable and Customers for quick resolution to contested invoices and deductions.

K. Know and apply all terms of Long-Term Agreements for assigned Customers. Develop and maintain Customer information documents for other team member’s use.

L. Work closely with operations and supply chain to ensure Customer On-Time Delivery

M. Proactively monitor Customer delivery schedules and track critical shortages. Team with Supply Chain Management or Customer Logistic Service to expedite urgent Customer needs.

## Qualifications:

Basic Qualifications:

• Bachelor’s Degree in Engineer, Business, Marketing, related or approved field from an accredited institution required.
• 3 years of experience in customer service, contract administration or related experience.
• Fluent in English & Spanish

• Work experience in a customer support role for technical products

• Experience in Customer Service within a manufacturing environment, including tracking customer orders throughout the production process and coordinating with Manufacturing, Planning, and Quality teams.

• Experience working in Manufacturing industry. Aero preferred.

Preferred Qualifications:

• Work experience MFG Pro

• Experience with preparing quotes and order entry process
• Proficiency or knowledge of ERP systems.
• Prior experience with customer portals.

## Skills:

Position Criteria:

• Ability to train others and work in a team-oriented environment
• Strong communication skills and interpersonal skills to support internal and external contacts within a multi-cultured environment
• Demonstrated experience working with MS Office software package
• Analytical skills and detail-orientation.
• Ability to prioritize and execute multiple tasks in an efficient manner, and work on multiple projects simultaneously and independently
• Ability to work on time sensitive projects, meet critical deadlines, and deliver commitments in a calm and organized manner
• Customer service skills and aptitude

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.