Senior Customer Support Representative

Eaton Corporation • Fayetteville, NC

41d • $83,250 - $122,100 • Onsite

About The Position

Eaton's ES AMER ARS PDCAD division is currently seeking a Senior Customer Support Representative. This position will be ONSITE Monday-Friday 7:00am-4:00pm at our Fayetteville NC Eaton location. The primary purpose of this position is to recommend, plan, implement, coordinate, and control a wide variety of order management activities while specializing in one or more of the following: customer relations, production loading and scheduling, order quotation, order entry, and order flow, while meeting plant's customer service and sales objectives. The expected annual salary range for this role is $83250.0 - $122100.0 a year. Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

Requirements

• Bachelor's degree from an accredited institution.
• Must be able to work Monday-Friday 7:00am-4:00pm and overtime on Saturday, if needed.
• Must be able to relocate to Fayetteville, NC. Relocation assistance will be provided, if needed.
• 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 STM OPT plans, F-1 to H-1B, H1-B cap registration, O-1,E-3, TN status, 1-485 job portability, etc
• Service improvement and implementation
• Coaching and developing a strong team and c
• Service drivenommercially awareMulti-tasking and ability to prioritize
• Communicate on a professional level, both verbally and written, with customers and intercompany personnel is essential.
• Motivational management, interpersonal skills, results-orientated, and responsive to customers
• Leadership - must be able to manage by setting performance standards and measurement methodologies, while creating an environment of inter-department satisfaction
• Organization - ability to arrange personnel and resources into business effective entities commensurate with tactical and strategic objectives.
• Decision making - ability to quickly comprehend the core issues of business, fiscal, and personnel problems, and to reach clear objectives and the path to achieve them.

Nice To Haves

• Supervisory or team leader experience
• Customer Service or Sales Support Experience with a technical product

Responsibilities

• Establish and maintain communications with customers and keep abreast of customer needs and procedures. Communicate customer needs to other departments.
• Monitor, control, and communicate the status of customer orders and shipping projections to promote plant credibility and maintain on-time performance.
• Ensuring a high level of customer support at all times, plan, organize, supervise or lead the Customer Service Representatives.
• Plan, develop, and schedule the manufacturing workload by coordinating with customer needs, plant backlog, material engineering requirements, and manufacturing capabilities.
• Conduct and control meetings with others, as required, to coordinate efforts, resolve difficulties, and gather data in order to assure a high level of performance.
• Control scheduling and dollar additions for incoming customer change notice request. Maintain the proper processing of change notices.
• Administer order entry, order flow, and the plant backlog.
• Prepare and provide proper customer documentation such as drawings, instruction manuals, and descriptive bulletins.
• Managing order processing from receipt of order to delivery and invoicing.
• Negotiate renewal parts orders, change notices, request for return material to ensure profitability.
• Coordinate the customer survey and proactively build strong customer relationship processes.
• Coordinate efforts of Marketing, Engineering, scheduling, Materials, Manufacturing and shipping to insure customer commitments are made. Hold meetings daily and when necessary.
• Communicate order status to customers.
• Coordinate and conduct customer inspections, on board approvals, and customer visits. Project a high company image of professionalism.
• Negotiate renewal parts orders, change notices, request for return material to ensure profitability.When necessary, promote the urgency of situations to management.
• Provide direction to other department employees.
• Ensure compliance where applicable with systems and /or programs such as, but not limited to ISO 9000-2000, ISO 14001, Underwriters Laboratory, NEMA, etc…Participate in and demonstrate understanding of other programs such as Eaton Business System (EBS), Management of Environmental Safety and Health (MESH), etc…

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.
• 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
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 5,001-10,000 employees