Senior Service Order Manager
About The Position
Eaton’s ES AMER ESS division is seeking a Senior Service Order Manager based in Raleigh, North Carolina. The position provides internal and external sales support and manages orders for CPS Service Strategic and Hyperscale customers nationwide. The role covers order entry, backlog management, coordination of resources, and customer communication to meet or exceed expectations and create a positive customer experience. The manager works across sales, service, vendors, manufacturing representatives, business partners, purchasing, credit, supply chain, and operations to resolve order issues, coordinate deliveries, and support customer satisfaction. The role also supports process improvement, revenue and forecast accuracy, invoicing, vendor relationships, and customer and project meetings.
Requirements
- Bachelor’s degree from an accredited institution.
- At least three years of experience in customer support, supply chain, or related business experience.
- Must reside within 50 miles of the job location; no relocation benefit is offered.
- Eaton will not provide employment immigration sponsorship or support for this position.
Nice To Haves
- Experience with SAP.
- Experience with Power BI.
- Experience with Salesforce.
Responsibilities
- Manage order entry, promised-date compliance, backlog, material shipments, on-time delivery, order expediting, and order status and tracking.
- Collaborate with Sales, technicians, vendors, Eaton manufacturer representatives, Eaton business partners, Purchasing, Credit, and Supply Chain to resolve order issues and support customer satisfaction.
- Provide solutions and alternatives to meet customer needs.
- Communicate with customers about order verification, order status, pricing, and shipment status.
- Coordinate with Operations to verify lead times, schedule orders according to delivery needs, and communicate special-handling requests.
- Challenge cross-functional processes to support continuous business improvement.
- Run and analyze reports to identify orders that must be completed to meet revenue targets and customer demand.
- Manage the order backlog to ensure forecast accuracy for the business unit.
- Assist with Return Material Authorization, credit, and rebill processes.
- Coordinate with other teams to ensure work orders are complete and required nonstandard details are accurate at invoicing to support timely payment.
- Maintain service vendor relationships by assigning orders to vendors and processing vendor invoices.
- Participate in meetings with customers and project teams.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
