Customer Service Account Manager

Eaton Corporation•East Providence, RI

5d•Onsite

About The Position

Eaton’s IS AER FED division is currently seeking a Customer Service Account Manager. This position will be located at our Rumford, RI facility. The Customer Account Manager will be the primary point of contact for assigned customers—helping ensure orders and contractual requirements are met while delivering a consistently strong customer experience. In this role, you will coordinate across internal teams to support quality, cost, and on-time delivery expectations, communicate order status proactively, and build relationships that strengthen customer loyalty and identify growth opportunities.

Requirements

Bachelor’s degree from an accredited institution with a minimum of two (2) years experience in customer service, sales, or other related field OR High School Diploma/GED from an accredited institution with a minimum of four (4) experience in customer service, sales, or other related field.
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 Rumford, RI will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.
Proficiency with Microsoft Excel, Outlook, and PowerPoint.
Experience with MRP/ERP and customer or order management systems (e.g., MFGPro, Siebel).
Working knowledge of contract language and standard terms and conditions.
Basic understanding of accounting principles.
Forecasting and demand planning fundamentals.
Understanding of manufacturing processes and shop-floor workflow.
Strong organization, attention to detail, and time management; consistent follow-through.
Ability to learn and apply new concepts and follow detailed work instructions.
Clear verbal and written communication, including presenting to internal and external partners.
Data analysis skills and comfort working in a fast-paced environment.

Nice To Haves

Experience supporting the aerospace industry.
Experience working with export-controlled programs and documentation.
Experience with continuous improvement methods and customer metrics/complaint management.

Responsibilities

Serve as the primary point of contact for assigned customer inquiries and represent the voice of the customer within the facility.
Review contracts and orders to confirm customer requirements are understood and processed correctly, including export requirements.
Support demand alignment to help ensure customer needs are met.
Ensure customer portal requirements are fulfilled.
Help ensure compliance with export control regulations (ITAR / Commerce), as applicable to the role.
Provide proactive updates on order status throughout the production cycle, anticipating customer needs.
Coordinate and support contract pricing, delivery, and administration requirements from proposal through shipment, ensuring alignment with company policies and terms and conditions.
Prepare quotations and longer-term agreement pricing for legacy business.
Partner closely with operations support, engineering, and sales/marketing to deliver on customer commitments.
Provide backup support for Customer Service and take on other duties as assigned.
Coordinate cross-functional efforts to meet customer commitments and support issue resolution through mutually acceptable solutions, including communicating plant recovery plans when needed.
Assess delivery options across market channels (direct or through distribution).
Manage customer metrics and the customer complaint process; keep customer records and databases up to date and support performance improvement initiatives.
Identify opportunities for continuous process improvement in customer support and order administration practices.
Support finance and sales activities in meeting targets.
Coordinate and support customer visits (travel up to 5%).