Senior Customer Service Representative

Senior Customer Service Representative

Eaton's IS AER FMC division is currently seeking a Senior Customer Service Representative. This is a full time, on-site position based at our Aerospace manufacturing facility in Jackson, MS. The Jackson facility has approximately 500 employees and is a leader in the design, development, manufacture and delivery of Aerospace hydraulic components, systems and services to the global aftermarket and OEM markets. 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.

What You'll Do:

The Sr. Customer Service Representative coordinates across functional disciplines to achieve customer satisfaction; manages performance against customer requirements in accordance with contract obligations, terms and conditions; ensures timely and effective customer communications internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery expectations; develops and maintains relationships that foster additional growth opportunities and up-sell products as an extension of the sales force. Ability to balance customer requirements with company capabilities and objectives.

• Functions as primary point of contact for assigned customer related inquiries and represents the voice of the customer within the facility.
• Performs contract review of all orders for customer requirements to ensure that the Associate Representative (i.e., Order Administration) is processing orders per negotiated requirements including importing and exporting requirements.
• Accountable for ensuring orders are received into the ERP system and/or other support databases. Accountable for ensuring demand alignment of customer demand to ERP system.
• Accountable for ensuring that the customer's supplier web-based purchasing systems' requirements are being fulfilled.
• Takes ownership of total customer satisfaction for assigned customers. Establish and execute customer scorecard reviews with functional groups to ensure customer metrics are improved and actions are being taken, as appropriate.
• Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer, in anticipation of customers' needs.
• Coordinates internal activities of all departments involved to achieve customer commitments. Coordinates resolving issues by achieving a mutually acceptable solution between Eaton and the customer. Represents Eaton in delivering plant recovery plans.
• Coordinates and supports in negotiating contract pricing, delivery, administrative requirements and conditions ensuring compliance with Eaton's policies, terms and conditions from proposal through shipment.
• Manages Customer Metrics and keeps customer database updated with all activities and maintains all records for account responsibility.
• Represents the company at customer review meetings (on and potentially at off-site meetings).
• Assures compliance with all export control regulations- ITAR.

Qualifications:

Required Basic Qualifications:

• Minimum Bachelor's Degree from an accredited institution
• Minimum two (2) years experience with customer service support for enterprise and/or industrial industries
• 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
• 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."
• No relocation is available for this position. Candidates must reside within 50 miles of Jackson, MS to be considered. Active Duty Military is exempt from this geographical limitation

Preferred Qualifications:

• Experience in Aerospace Industry
• Two (2) years experience interfacing with customers in a manufacturing environment
• Fundamental understanding of FAA requirements for repair and PMA purchases.
• Fundamental understanding of CAS/TINA requirements.
• Proficient with lean tools and active continuous improvement practices
• Proficient with Microsoft Office and MRP Systems

Skills:

• Strong ethics, values and the ability to influence others' decision making.
• Ability to manage multiple projects/activities; results driven.
• Knowledge of product and manufacturing process.
• Process oriented and ability contribute to continuous improvement.
• Excellent communication and interpersonal skills.
• Ability to lead change in a team environment
• Ability to deal with ambiguity and make effective decisions
• Knowledge of or ability to quickly learn hydraulics products and processes.
• Ability to quickly analyze, identify and implement opportunities and corporate initiatives for improvement that have measurable dollar impact each year.
• Customer oriented, Detail oriented.
• Collaborative style and ability to work cross functionally.