Customer Service Representative

Eaton Corporation•Asheville, NC

17d•$71,000 - $105,000•Onsite

About The Position

Eaton’s ES AMER ARS PDCAD division is currently seeking a Customer Service Representative at the Arden, NC facility. The Customer Service Representative is responsible for recommending, planning, implementing, and coordinating a wide variety of order management activities while specializing in one or more of the following: Customer relations, order entry, production loading and scheduling, order flow and product warranty while meeting plant customer service objectives.

Requirements

Bachelor’s degree from an accredited institution required
Minimum 3 years of experience in manufacturing environment required
Candidates must currently reside within a 75-mile radius of Arden, NC to be considered. Active-Duty Military are exempt from this geographical limitation.
Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.

Nice To Haves

Bachelor’s degree in business or technical field from an accredited institution
Knowledge of Eaton LVA products preferred.
Knowledge of customer / field procedure and order processing flow in a manufacturing enviornment
Proficient in SAP for business operations, reporting, and data management.
Experience with Vista software for project and financial management processes.
Working knowledge of AS400 systems for transaction processing and operational support.
Advanced proficiency in Microsoft Office Suite, with an emphasis in Excel for data analysis, reporting, and dashboard creation.

Responsibilities

Establishes and maintains communication with customers and keeps abreast of customer needs and procedures. Communicates needs to other departments.
Plans, develops and schedules the manufacturing work load by coordinating customer needs, plant backlog, material and engineering requirements, manufacturing capabilities plus continuous cycle time improvements.
Monitors, controls and communicates the status of customer orders and shipping projections to promote plant credibility and maintain on-time performance.
Administers order entry, order flow, scheduling, shipping and invoicing while maintaining the proper processing of change notices.
Prepares and maintains schedules to meet monthly billing objectives. Provides commercial / technical guidance to other functions such as marketing, engineering and materials in desirable formats to support total quality effort of the plant.
Directs and coordinates meetings with others to coordinate efforts, resolve difficulties and gather data to assure a high level of performance.
Administers proper customer documentation such as drawings, instruction manuals, descriptive bulletins and test reports.
Coordinates and conducts customer visits and inspections as required.
Resolves product warranty issues to ensure customer satisfaction and the plant's commitment to total quality.
Trains and provides guidance to other order management personnel while identifying and recommending policy and procedure revisions.
Provides back-up support for Customer Service Manager at load planning and staff meetings.
Provides proper response to customer's inquiries on status of orders by coordinating engineering, scheduling, materials, manufacturing, shipping and invoicing functions.
Develops accurate customer commitments by coordinating all departments involved.
Leads and schedules engineering and manufacturing to maximize production capabilities.
Resolves commercial situations involving warranty, shipping and invoicing.
Resolves technical problems involving warranty.
Develops alternate solutions to fill customer needs when plant cannot meet original needs.
Develops Continuous Cycle Time Improvements.
Provides direction to other departments.
Coordinate’s efforts of marketing, engineering, materials, shipping and accounting to insure customer satisfaction.
Communicates order status to customers.
Coordinates and conducts customer inspections, on-board approvals and customer visits.
Alerts management and other departments to the urgency of the situations.
Provides technical assistance in resolving product warranty issues.