What are the responsibilities and job description for the Customer Service Representative position at Eaton?
Eaton’s Aerospace Sector is currently seeking a Customer Service Representative to join our team. This position is based at our Rumford, RI location.
Position Overview:
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 be able 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.
In this function you will:
- 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.
- When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.
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Qualifications
Required (Basic) Qualifications:
- Bachelor’s Degree from an accredited institution OR 8 years of customer service experience within a call center environment in lieu of Bachelor's Degree.
- College internship experience or a minimum of 1 year of experience interfacing within an end-to-end customer 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 is being offered for this role. All candidates considered must live within 50 miles of the Rumford/East Providence, RI facility. Active Duty Military Service member candidates are exempt from the geographical area limitation
Preferred Qualifications:
- Bachelor's Degree and minimum of 5 years of experience in customer service, contract administration or related experience in a manufacturing environment.
- Proficient with Microsoft Office Suite.
- Proficiency or knowledge of ERP systems.
- Prior experience with customer portals.
- Certification in Production and Inventory Management.
What you will get from us:
Eaton’s mission is to improve the quality of life and the environment through the use of power management technologies and services. We provide sustainable solutions that help our customers effectively manage electrical, hydraulic and mechanical power – more safely, more efficiently and more reliably. 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 day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours. Eaton’s 2020 revenues were $17.9 billion, and we sell products to customers in more than 175 countries. We have approximately 85,000 employees.
We make work exciting, engaging and meaningful for our employees through our dedication to tackling some of the toughest power management challenges on the planet and by never losing sight of what matters. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We pledge to always foster a diverse and inclusive environment, including inclusion resource groups that bring together employees who share a common purpose, interest or background. In the past year, our company has received top employment recognition by the Human Rights Campaign and almost fifty percent of our Board of Directors represented diverse groups. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.
We have demonstrated our passion for sustainability with the recent announcement of cutting carbon emissions from the company’s operations by at least 50 percent by 2030. We are ethical, passionate, accountable, efficient, transparent and committed to learning. We are confident we can deliver on our promise to improve the quality of life and the environment because of the attributes that our employees embody.
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 provide benefits that are industry competitive and focused on employee well-being. Listed below are programs that are offered globally, but program availabilities may vary by site.
- Flexible work options to help balance work/life demands (at participating Eaton sites)
- Healthcare/retirement savings programs
- Competitive compensation packages to reward skills and performance
- Tuition assistance or financial help for ongoing learning and development
- Health, Dental, Vision & Wellness programs
- Donation matching (U.S., Canada, Puerto Rico)
Eaton also considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call 412-893-3600 or send an email to: AccommodationsForApplying@Eaton.com
Eaton considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call 412-893-3600 or send an email to: AccommodationsForApplying@Eaton.com
What you will get from us
Eaton’s mission is to improve the quality of life and the environment through the use of power management technologies and services. We provide sustainable solutions that help our customers effectively manage electrical, hydraulic and mechanical power – more safely, more efficiently and more reliably. 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 day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours. Eaton’s 2020 revenues were $17.9 billion, and we sell products to customers in more than 175 countries. We have approximately 85,000 employees.
We make work exciting, engaging and meaningful for our employees through our dedication to tackling some of the toughest power management challenges on the planet and by never losing sight of what matters. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We pledge to always foster a diverse and inclusive environment, including inclusion resource groups that bring together employees who share a common purpose, interest or background. In the past year, our company has received top employment recognition by the Human Rights Campaign and almost fifty percent of our Board of Directors represented diverse groups. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.
We have demonstrated our passion for sustainability with the recent announcement of cutting carbon emissions from the company’s operations by at least 50 percent by 2030. We are ethical, passionate, accountable, efficient, transparent and committed to learning. We are confident we can deliver on our promise to improve the quality of life and the environment because of the attributes that our employees embody.
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.
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
Salary : $0
