Customer Excellence Manager

Eaton Corporation • Asheville, NC

1d • Onsite

About The Position

Eaton’s Electrical sector, Power Distribution & Controls Assembly (PDCA) division is currently seeking a Customer Excellence Manager. This role will be onsite at our Arden, NC location and relocation assistance is available.
Reporting to the Product Line Manager, the Customer Excellence Manager plans and manages customer orders and directs the engineering and production loading within Eaton’s Low Voltage Assemblies product line across multiple manufacturing sites. In addition, the Customer Excellence Manager will manage a team focused on customer relations, order entry and flow, and on-time delivery performance, focusing on customer satisfaction and fostering positive business relationships.
In this role you will:
Provide management and direction to the customer service representatives managing order processing from receipt of order to delivery and invoicing. This is a team of 6-10 people.
Establish direct communication with programmatic customers on schedules, advanced warning on shipping delays. Own customer interactions at all levels and act as a liaison between the plant and the customers.
Establish and maintain communications with customers and keep abreast of customer needs and procedures. Communicate customer needs to other departments.
Directly manage key customer / project orders to ensure a high-level of performance and drive customer satisfaction.
Develop and maintain a mastery of the systems and processes used to support order management, including but not limited to Vista, AS400, Mapics, etc.
Manage and attend daily production meetings to drive effective internal communications and cross-functional collaboration.
Maintain consistent interaction with other plant functions to balance advocacy for customer needs with those needs of the plants.
Direct and oversee customer visits drive positive customer experiences and ensure customer expectations are clearly understood by all impacted functions.
Support order negotiations amongst the facilities to help secure price and orders based on order specific negotiated terms.
Coordinate the customer survey process and proactively build strong customer relationship processes

Requirements

• Minimum 5 years’ combined experience in a customer service/sales/project management capacity for a manufacturing or similar engineered-to-order (ETO) facility
• Minimum 3 years of experience either directly or indirectly leading others
• Bachelor’s degree from an accredited institution

Nice To Haves

• Manufacturing leadership experience, either directly or indirectly
• Customer Service or Sales Support Experience with a technical product

Responsibilities

• Provide management and direction to the customer service representatives managing order processing from receipt of order to delivery and invoicing.
• Establish direct communication with programmatic customers on schedules, advanced warning on shipping delays.
• Own customer interactions at all levels and act as a liaison between the plant and the customers.
• Establish and maintain communications with customers and keep abreast of customer needs and procedures.
• Communicate customer needs to other departments.
• Directly manage key customer / project orders to ensure a high-level of performance and drive customer satisfaction.
• Develop and maintain a mastery of the systems and processes used to support order management, including but not limited to Vista, AS400, Mapics, etc.
• Manage and attend daily production meetings to drive effective internal communications and cross-functional collaboration.
• Maintain consistent interaction with other plant functions to balance advocacy for customer needs with those needs of the plants.
• Direct and oversee customer visits drive positive customer experiences and ensure customer expectations are clearly understood by all impacted functions.
• Support order negotiations amongst the facilities to help secure price and orders based on order specific negotiated terms.
• Coordinate the customer survey process and proactively build strong customer relationship processes

Benefits

• 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.
• Eaton Benefits Overview

What This Job Offers

• Job Type: Full-time
• Career Level: Manager