Sr. Customer Service Representative

Eaton's IS AER FED division is currently seeking a Sr. Customer Service Representative.

What you'll do:

Manage business interactions and relationships between Customers, Operations Teams, and other key functions within the organization to ensure complete customer satisfaction. Coordinate with other Fluid and Electrical Distribution (FED) locations supported by the Customer Service team ensuring "one voice to the customer." Provide support relative to specific tasks regarding program execution for development, low rate, and full rate production programs in order to facilitate a smooth transition.

Essential Functions:
• Manage and facilitate the daily delivery status communication between the Tijuana plant operations and the third-party customer, in collaboration with the Eaton Account Management team, through participation in customer action calls, maintaining line of balance/milestone charts, and facilitating customer visits.

• Develop an internal support plan to meet customer delivery and quality performance expectations and requirements as flowed down from the Eaton Account Management team and/or third-party customer portals.
• Support high visibility customer engagement teams, Program Management reviews, rate readiness reviews etc., as applicable.
• Track high priority parts through each operation of production and postproduction and elevate concerns to Operations Management through participation in daily production meetings.
• Understand all executed contract terms, as flowed down, for assigned customers through collaboration with the Eaton Account Management team. For the avoidance of doubt, this position will not participate in Jackson, MI negotiations with the customer in any way. Again, this position is responsible for communicating delivery commitments to Jackson, MI and/or the third-party customer.

Qualifications:

• BA or BS from an accredited institution, preferred
• At least 3 years work experience in Customer Service, Sales, or related field
• Excellent interpersonal skills
• Judgment, logic, resourcefulness and creativity.
• Sound teaming skills
• Basic market analysis tools and techniques
• Computer literate with competency in Microsoft Office programs and web maintenance systems

Additional Information:

• Travel - up to 10%
• Must present a positive and professional image. It is essential to be a creative thinker and strong communicator, with the ability to calmly influence people about their feelings toward emotional or controversial subjects. Timeliness and accuracy of responses is critical. Must have the ability to maintain focus and arrange priorities in an environment of multiple urgent requests from many global sources. Must exhibit strong organizational skills.

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We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.