Senior Customer Service Representative

Senior Customer Account Manager

Eaton's Aerospace FED division is currently seeking a Senior Customer Account Manager. This role will be located onsite at our manufacturing site in Glenolden, PA.

The Senior Customer Account Manager 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.

In this role you will:

• 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.

Required (Basic) Qualifications:

• 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
• No relocation benefit is being offered for this position. 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.
• 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.
• This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). 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.

Preferred Qualifications:

• 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

Position Success Criteria:

• 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.

The expected annual salary range for this role is $84000 - $123000 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.

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates' privacy rights and data security will be protected in accordance with applicable laws.

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.

You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at View phone number on click.appcast.io to discuss your specific need. Only accommodation requests will be accepted by this phone number.

We know that good benefit programs are important to employees and their families. 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. Click here for more detail: 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.