Senior Customer Service Representative

Eaton Corporation•Glenolden, PA

7d•$84,000 - $123,000•Onsite

About The Position

The Senior Customer Service Representative plays a critical role in delivering exceptional customer experience and strengthening operational performance within the Customer Service organization. Reporting to the Customer Service Manager, this position is responsible for managing key customer relationships and order management while championing continuous improvement.

Requirements

Bachelor’s degree from an accredited institution with a minimum of two (2) years of professional experience in a manufacturing environment OR High School Diploma/GED from an accredited institution with a minimum of four (4) years of professional experience in a manufacturing environment.
Prior experience with SAP for order management
Only candidates within a 50-mile radius of Glenolden, PA will be considered. Active Duty Military Service member candidates are exempt from the geographical area limitation.
All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

Nice To Haves

Bachelor’s degree from an accredited institution.
Two (2) or more years of customer account management experience in an aerospace manufacturing environment
Two (2) or more years of experience with MRP systems
Exceptional written and verbal communication skills, with the ability to build strong customer relationships, align messaging with leadership direction and business strategy, and maintain resiliency delivering difficult communications in the face of adversity.
Excellent teamwork and collaboration abilities, with the ability to navigate a matrix manufacturing organization to influence internal stakeholders and drive execution of action plans.
Ability to navigate a fast paced, high-volume environment, balancing multiple priorities while maintaining professionalism and customer focus.
Advanced analytical and problem-solving capabilities, with the ability to interpret data, identify trends, and drive corrective actions.
Strong judgment, and decision-making skills, with the ability to apply creativity to complex situations.
Strong business acumen, with the ability to adjust short and long-term priorities in alignment with organizational strategy, market conditions, and divisional goals.
High proficiency in Microsoft Office, MRP systems, and customer web-based portals; ability to quickly learn and navigate internal systems, train customers on Eaton processes and system, and drive process / system improvements.
Familiarity with AS9100 and related internal quality systems.
Familiarity with production scheduling, capacity planning, demand management, and inventory management processes in a manufacturing environment.
Familiarity with manufacturing systems and processes.

Responsibilities

Serve as the primary point of contact for assigned customers, preparing consistent customer communications, arranging visits, managing weekly customer reviews, and collecting and sharing feedback.
Oversee the end-to-end order process by partnering with the Global Supply Chain CoE to ensure accurate quotations and timely resolution of order entry errors, and by providing proactive order status communication, coordinating demand changes with planning, and managing customer return processes.
Manage customer performance scorecards, resolve performance variances, communicate progress to senior internal stakeholders, and ensure corrective and preventive actions are aligned with scorecard results.
Proactively identify and navigate customer escalations with internal stakeholders and facilitate seamless cross-functional support to provide rapid resolution.
Provide guidance and mentorship to account managers and other cross functional team members on Eaton processes and systems to foster development and strengthen team capabilities.
Partner with contracts management, pricing, sales, and accounts receivable teams to ensure full compliance with customer contracts by monitoring contract performance, tracking delivery requirements, resolving contested invoices, and providing justification or disputing customer claims.
Manage and maintain customer portal data, ensuring accuracy, visibility, and the implementation of process improvements where needed.
Lead customer service activities for new program development, ensuring requirements are understood, documented, and executed.