Customer Service Manager - Aerospace

Eaton’s IS AER ITD Aerospace division is currently seeking a Customer Service Manager - Aerospace.

The expected annual salary range for this role is $112000 - $130,000 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.

• Relocation assistance is available for a qualified candidate currently residing in the USA.

The Customer Service Supervisor will manage the Customer Representatives’ team with the objective to maximize customer satisfaction and increase performances.

The Customer Service Supervisor will recommend staff actions including selection recommendations, coaching, propose disciplinary actions, perform employee performance appraisals, manage schedules and workload.

This position will also act as a Customer Representative, managing business interactions and relationships with customers. Achieve customer satisfaction, manage performance against customer requirements in accordance with contract. Serve as a primary communication internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery as well as additional growth opportunities and strengthen customer loyalty.

The primary goal is to maximize customer satisfaction by ensuring we meet our delivery commitments to the customer. This position will interface either with strategic customers, providing them with updates on quotes, purchase orders, deliveries, manage expedites and schedule changes, ensuring compliance to Terms and Conditions and monitoring performances.

This includes working with sales, planning, supply chain, operations, and quality. All activities involve extensive interaction with customers and internal functions.

• Serve as the primary source of contact for assigned Customers related inquiries and represent the voice of the Customers.
• Manage all aspects of the Customer relationship and daily interactions.
• Support Order Management to ensure accurate and timely Order processing and returns.
• Understand all executed contract terms for assigned Customers through collaboration with Contracts Team.
• Monitor existing contracts for compliance relative to delivery requirements.
• Develop and maintain Customer specific manuals, as well as key contractual elements.
• Negotiate and manage changes in Customer demand to ensure accurate flow down in support of on-time delivery.
• Follow up on quotes and monitoring quotes.
• Maintain knowledge and train others to navigate and manage Customer schedules and portals.
• Work closely with Accounts Receivable and Customers for quick resolution to contested invoices and deductions.
• Know and apply all terms of Long-Term Agreements for assigned Customers. Develop and maintain Customer information documents for other team member’s use.
• Work closely with operations and supply chain to ensure Customer On-Time Delivery.
• Proactively monitor Customer delivery schedules and track critical shortages. Team with Supply Chain Management and Operations to expedite urgent Customer needs.

• Manage the Customer Service Representatives team.
• Ensure compliance to Sales and Operations processes.
• Implement and participate in rituals with key local interfaces (Planning Supply Chain, Quality, Sales, Finance).
• Update the work instructions as needed.
• Ensure that Customer Service Representatives are adequately trained.

• Bachelor’s Degree from an accredited institution.
• 3+ years of experience in customer service, contract administration or related experience.
• 1+ years of experience managing a team.
• 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.…