Customer Service Representative

Eaton’s ES AMER ARS PDCAD division is currently seeking a Customer Service Representative at the Arden, NC facility.

The expected annual salary range for this role is $71000 - $105000 a year.

Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

## What you’ll do:

PRIMARY FUNCTION

The Customer Service Representative is responsible for recommending, planning, implementing, and coordinating a wide variety of order management activities while specializing in one or more of the following: Customer relations, order entry, production loading and scheduling, order flow and product warranty while meeting plant customer service objectives.

ESSENTIAL FUNCTIONS

• Establishes and maintains communication with customers and keeps abreast of customer needs and procedures. Communicates needs to other departments.
• Plans, develops and schedules the manufacturing work load by coordinating customer needs, plant backlog, material and engineering requirements, manufacturing capabilities plus continuous cycle time improvements.
• Monitors, controls and communicates the status of customer orders and shipping projections to promote plant credibility and maintain on-time performance.
• Administers order entry, order flow, scheduling, shipping and invoicing while maintaining the proper processing of change notices.
• Prepares and maintains schedules to meet monthly billing objectives. Provides commercial / technical guidance to other functions such as marketing, engineering and materials in desirable formats to support total quality effort of the plant.
• Directs and coordinates meetings with others to coordinate efforts, resolve difficulties and gather data to assure a high level of performance.
• Administers proper customer documentation such as drawings, instruction manuals, descriptive bulletins and test reports.
• Coordinates and conducts customer visits and inspections as required.
• Resolves product warranty issues to ensure customer satisfaction and the plant's commitment to total quality.
• Trains and provides guidance to other order management personnel while identifying and recommending policy and procedure revisions.
• Provides back-up support for Customer Service Manager at load planning and staff meetings.
• Provides proper response to customer's inquiries on status of orders by coordinating engineering, scheduling, materials, manufacturing, shipping and invoicing functions.
• Develops accurate customer commitments by coordinating all departments involved.
• Leads and schedules engineering and manufacturing to maximize production capabilities.
• Resolves commercial situations involving warranty, shipping and invoicing.
• Resolves technical problems involving warranty.
• Develops alternate solutions to fill customer needs when plant cannot meet original needs.
• Develops Continuous Cycle Time Improvements.
• Provides direction to other departments.
• Coordinate’s efforts of marketing, engineering, materials, shipping and accounting to insure customer satisfaction.
• Communicates order status to customers.
• Coordinates and conducts customer inspections, on-board approvals and customer visits.
• Alerts management and other departments to the urgency of the situations.
• Provides technical assistance in resolving product warranty issues.

## Qualifications:

Basic Qualifications:

• Bachelor’s degree from an accredited institution required
• Minimum 3 years of experience in manufacturing environment required
• No relocation is offered. Candidates must currently reside within a 75-mile radius of Arden, NC to be considered. Active-Duty Military are exempt from this geographical limitation.
• Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.

Preferred qualifications:

• Bachelor’s degree in business or technical field from an accredited institution
• Knowledge of Eaton LVA products preferred.
• Knowledge of customer / field procedure and order processing flow in a manufacturing enviornment
• Proficient in SAP for business operations, reporting, and data management.
• Experience with Vista software for project and financial management processes.
• Working knowledge of AS400 systems for transaction processing and operational support.
• Advanced proficiency in Microsoft Office Suite, with an emphasis in Excel for data analysis, reporting, and dashboard creation.

## Additional Information:

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws.

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.

Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.

You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.

We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

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