Customer Service Representative I

The Customer Service Representative is responsible for managing business interactions and relationships. 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.

Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where bold, bright professionals like you can reach your full potential and where you can help us reach ours. 

ESSENTIAL FUNCTIONS:

1. 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.
2. Manage all aspects of the customer relationship and daily interactions.
3. Support Order Management to ensure accurate and timely Order processing and returns.
4. 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.
5. Understand all executed contract terms for assigned customers through collaboration with Contracts Team. 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.
6. Monitor existing contracts for compliance relative to delivery requirements.
7. Develop and maintain Customer specific manuals, as well as key contractual elements.
8. Manage customer performance scorecards, resolve performance variances, communicate progress to internal stakeholders, and ensure corrective and preventive actions are aligned with scorecard results.
9. Negotiate and manage changes in customer demand to ensure accurate flow down in support of on-time delivery.
10. Follow up on quotes and monitoring quotes
11. Manage and maintain customer portal data, ensuring accuracy, visibility, and the implementation of process improvements where needed.
12. Work closely with Accounts Receivable and Customers for quick resolution to contested invoices and deductions. 
13. Know and apply all terms of Long-Term Agreements for assigned customers. Develop and maintain customer information documents for other team members’ use.
14. Work closely with operations and supply chain to ensure Customer On-Time Delivery
15. Proactively identify and communicate customer escalations with internal stakeholders.
16. Provide guidance to account managers and other cross functional team members on Eaton processes and systems to strengthen team capabilities.
17. Analyze and Problem solve customer specific performance issues
18. Develop an internal support plan to meet all customer performance expectations and requirements.
19. Lead customer service activities for new program development, ensuring requirements are understood, documented, and executed.

Basic Qualifications:

• Bachelor’s degree from an accredited institution OR High School Diploma/GED from an accredited institution with a minimum of two (2) years of professional experience in a manufacturing environment.
• Legally authorized to work in the United States without company sponsorship
• Relocation benefits are not provided for this role. Only local candidates residing within 50 miles of Torrance, CA will be considered

Position Criteria:

• Ability to train others and work in a team-oriented environment
• Strong communication skills and interpersonal skills to support internal and external contacts within a multi-cultured environment
• Demonstrated experience working with MS Office software package
• Analytical skills and detail-orientation.
• Ability to prioritize and execute multiple tasks in an efficient manner, and work on multiple projects simultaneously and independently
• Ability to work on time sensitive projects, meet critical deadlines, and deliver commitments in a calm and organized manner
• Strong judgment, and decision-making skills
• Strong business acumen, with the ability to adjust short-term priorities in alignment with organizational strategy, market conditions, and divisional goals
• Proficiency in Microsoft Office, MRP systems, and customer web-based portals; ability to quickly learn and navigate internal systems.
• Must be able to travel up to 10% of the time
• Customer service skills and aptitude and familiarity with manufacturing systems and processes

Preferred Qualifications:

• Work experience with SAP
• Work experience in a customer support role for technical products
• Experience with preparing proposals
• Proficiency or knowledge of ERP systems.         
• Prior experience with customer portals.
• Minimum 5 years of experience in customer service, contract administration or related experience. 
• Two (2) or more years of experience in an aerospace manufacturing environment

One (1) or more years of experience with MRP systems