Sr. Customer Service Account Manager

Overview

Eaton’s IS AER FED division is currently seeking a Sr. Customer Service Account Manager. This position will be located at our Jackson, MI facility.

The Senior Customer Service Account Manager will function as the primary focal point between our Key Strategic customers and Eaton. The primary goal is to increase sales and maximize customer satisfaction by ensuring we meet our commitments. In this role, you will support program execution for development, low rate, and full rate production programs and coordinate cross functionally with other departments to ensure consistent communications.

What You’ll Do

• Provide strategic leadership of Key/Strategic customer accounts by driving growth objectives, shaping long range customer development plans, and leveraging trend analysis to proactively identify opportunities for improvement.
• Develop and execute comprehensive internal alignment strategies that ensure Eaton consistently delivers on all customer performance expectations, contractual commitments, and program requirements.
• Serve as the primary strategic liaison between Eaton and the customer, ensuring clear communication, coordinated actions, and unified execution across commercial, program, and operations teams.
• Guide cross functional collaboration with Customer Service Representatives to optimize order and quote management processes and identify long term contractual opportunities that strengthen Eaton’s competitive positioning.
• Oversee customer performance scorecard governance, resolving variances, influencing organizational accountability, and ensuring performance data drives continuous improvement initiatives.
• Lead strategic assessments of market and customer trends, translating insights into executive level presentations that inform internal decision making and reinforce Eaton’s value proposition with customers.
• Establish and maintain organizational expertise in customer portal tools and digital interfaces, ensuring Eaton deploys the most efficient processes and enabling cross functional capability through targeted training.
• Support the coordination of managed programs through the Pro Launch process by aligning cross functional activities with customer roadmaps and ensuring program milestones are executed successfully.
• Strengthen strategic customer relationships by planning and leading customer visits to Eaton facilities and representing Eaton during onsite engagements to address issues and reinforce partnership.
• Champion the customer concern resolution process by driving timely investigations, root cause resolution, and systemic corrective actions that enhance customer satisfaction and organizational credibility.
• Provide oversight of customer delivery performance, anticipating supply risks, initiating mitigation strategies, and collaborating with Supply Chain leadership to ensure continuity of supply.
• Lead the governance and execution of Long-Term Agreements (LTAs), including strategy development, negotiation participation, contract interpretation, executive summary maintenance, dispute resolution, and continuous identification of improvement opportunities for future negotiation cycles.

Qualifications

Required (Basic)

Qualifications:

• Bachelor’s degree from an accredited institution.
• Minimum of three (3) years experience in customer service, sales, or other related field.
• Must be legally authorized to work in the United States without company sponsorship, now or in the future.
• This position requires access to export-controlled information. To conform to U.S. Government export regulations applicable to that information, applicant must be a U.S. person, defined as a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (green card holder), (iii) refugee under 8 U.S.C. 1157, or (iv) asylee under 8 U.S.C. 1158.
• No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of Jackson, MI will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.

Preferred Qualifications

• Experience supporting a manufacturing environment.
• Experience with ERP systems.

Skills

• Excellent interpersonal skills.
• Understands the…