Customer Service Account Manager

Eaton Corporation • Calverton, MD

1d • $79,000 - $116,000

About The Position

The Customer Service Account Manager will serve as the primary liaison between customers and cross functional Eaton teams, accountable for end to end customer satisfaction. In this role, you will drive commitment execution, proactively resolve issues, and ensure delivery, quality, and service expectations are consistently met.
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Requirements

• High School Diploma or GED from an accredited institution.
• Minimum of two (2) years experience in customer service or account management.
• Must be legally authorized to work in the United States without company sponsorship, now or in the future.
• This position requires access to export-controlled information. To conform to U.S. Government export regulations applicable to that information, applicant must be a U.S. person, defined as a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (green card holder), (iii) refugee under 8 U.S.C. 1157, or (iv) asylee under 8 U.S.C. 1158.
• No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of Beltsville, MD will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.
• Computer literate with competency in Microsoft Office software programs and customer web-based maintenance systems.
• Good judgment, logic, resourcefulness, and creative abilities.
• Strong team player.
• Excellent interpersonal skills.
• Understands the culture of the company as it relates to Continuous Improvement and Problem Solving.

Nice To Haves

• Bachelor’s degree from an accredited institution.
• Minimum of two (2) years experience in account management supporting the aerospace industry.

Responsibilities

• Manage all aspects of the customer relationship and daily interactions, serving as the primary point of contact for customer calls, visits, escalations, and complaint resolution.
• Proactively monitor and communicate customer delivery schedules, leveraging portal data to identify critical shortages and partnering with cross functional teams to expedite urgent customer needs.
• Review and process customer quotes, orders, returns, contested invoices, expedites, and follow ups with accuracy and timeliness; maintain strong product and part number knowledge across Eaton Beltsville product lines.
• Utilize enterprise systems and reporting tools (MFGPRO, C360, document management, pending/hold reports) to track issues, manage quality concerns, and support customer resolution.
• Support Order Management activities to ensure accurate order processing, timely quote submission, and efficient return material authorization; train and support team members in navigating customer web based portals.
• Negotiate and manage changes in customer demand, ensuring accurate flow down to support on time delivery, sales objectives, inventory management, and SIOP initiatives.
• Administer customer return processes in compliance with internal policies and customer requirements.
• Analyze and report internal and external customer performance metrics, including ontime delivery and quality, collaborating with customers to ensure data accuracy and alignment.
• Perform effectively in a fast paced, high volume environment, balancing multiple priorities while maintaining professionalism and customer focus.

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. 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED