Customer Service Manager Warranty & OEM

Eaton Corporation•Galesburg, MI

22h

About The Position

Manage all aspects of customer relationships and daily interactions. Implement, lead, or support customer action calls, customer visits, complaint resolution, etc. Execute the contractual terms through collaboration with pricings/sales for compliance. Expectation both Aftermarket, Warranty and manage OEM customers expectations keeping Past Due and OTD on track. Make sure any supply constraint is escalated through SCM Team with clear action plan. Develop an internal support plan to meet all customer performance expectations and requirements. Manage all performance measurements to optimize the customer's perceptions. This includes customer scorecard reviews, resolving variances, and distribution of customer metrics throughout the organization. Support Order Management to ensure accurate and timely order processing and return material processing. Maintain knowledge and train others to navigate and manage customer websites and web-based portals to ensure the most efficient processes are deployed to maximize customer satisfaction. Support Accounts Receivable and Pricing team related to contested invoices and days sales outstanding metrics. Work with other customer service and materials areas to drive OTD to the customer, identify potential problems, and work creatively to develop and implement sustainable solutions to improve service level. Develop and maintain countermeasures to address the root causes of gaps in order of entry processes. Reviewing and moving Mobile Power orders making sure customers are attended promptly. Build relationships with co-workers in all areas of the organization to focus on continuous process enhancement. Work toward the creation of a lean support culture in accordance with our overall division of lean objectives. Responsible for daily/weekly updates for past due and current orders; facilitate resolution by working with CSR and peers to execute past due orders to meet OTD expectations. Monitor, measure and drive performance improvement of the planning performance metrics Operate with urgency when it's needed to mitigate impact on our customers, able to maintain calm in stressful situations. Support customer escalations if necessary

Requirements

Bachelor's Degree from an accredited institution.
5 years of Customer Service leadership within a Manufacturing, Supply Chain, and/ or Product support role.
Must be legally authorized to work in the United States without corporate sponsorship now or in the future.
Aftermarket, Warranty and management of OEM customers
Previous experience reviewing and resolving shortage issues to meet customer orders without production impact.
Past Work with other customer service and materials areas to drive OTD to the customer, identify potential problems, and work creatively to develop and implement sustainable solutions to improve service level.
Developing and maintaining countermeasures to address the root causes of gaps in order of entry processes.
Relationships building with co-workers in all areas of the organization to focus on continuous process enhancement.
Work toward the creation of a lean support culture in accordance with our overall division of lean objectives.
Daily/weekly updates for past due and current orders; facilitate resolution by working with CSR and peers to execute past due orders to meet OTD expectations.
Ability to drive performance improvement of the planning performance metrics
Ability to Operate with urgency when it's needed to mitigate impact on our customers, able to maintain calm in stressful situations.
Ability to work on customer escalations if necessary.

Nice To Haves

Bachelor's Degree in Supply Chain/Materials Management.

Responsibilities

Manage all aspects of customer relationships and daily interactions.
Implement, lead, or support customer action calls, customer visits, complaint resolution, etc.
Execute the contractual terms through collaboration with pricings/sales for compliance.
Manage Aftermarket, Warranty and OEM customers expectations keeping Past Due and OTD on track.
Escalate any supply constraint through SCM Team with clear action plan.
Develop an internal support plan to meet all customer performance expectations and requirements.
Manage all performance measurements to optimize the customer's perceptions.
Support Order Management to ensure accurate and timely order processing and return material processing.
Maintain knowledge and train others to navigate and manage customer websites and web-based portals to ensure the most efficient processes are deployed to maximize customer satisfaction.
Support Accounts Receivable and Pricing team related to contested invoices and days sales outstanding metrics.
Work with other customer service and materials areas to drive OTD to the customer, identify potential problems, and work creatively to develop and implement sustainable solutions to improve service level.
Develop and maintain countermeasures to address the root causes of gaps in order of entry processes.
Reviewing and moving Mobile Power orders making sure customers are attended promptly.
Build relationships with co-workers in all areas of the organization to focus on continuous process enhancement.
Work toward the creation of a lean support culture in accordance with our overall division of lean objectives.
Responsible for daily/weekly updates for past due and current orders; facilitate resolution by working with CSR and peers to execute past due orders to meet OTD expectations.
Monitor, measure and drive performance improvement of the planning performance metrics
Operate with urgency when it's needed to mitigate impact on our customers, able to maintain calm in stressful situations.
Support customer escalations if necessary