Aerospace Customer Service Manager | Leadership & Strategy

Eaton; England; On-site; GBP 65,000 - 100,000; Full time

Benefits offered by this job

Competitive compensation

Challenging projects

Internal promotions

Eaton University

Wellbeing and safety

Job summary

Eaton’s Lakeside facility is a global leader in conveyance systems for aerospace and defense, delivering hoses, couplings, ducting, and sealing solutions for critical applications.

We seek a senior Customer Service Leader to drive performance, coach a 4-person team, and manage pricing, orders, and customer communications while collaborating across functions. Travel up to 10% may be required.

Qualifications

• Bachelor's degree from an accredited institution.
• Minimum five years of experience in a customer-facing role.
• Minimum one year of supervisory experience.

Responsibilities

• Lead the Lakeside customer service team and manage its overall performance.
• Coach and support team members in executing customer service initiatives that maximize customer satisfaction, increase sales, reduce cycle time and cost, improve quality.
• Supervise 4 customer account managers; train, coach, and mentor the team on customer service procedures and policies.
• Provide overall customer management, including contract review and interpretation, accurate and timely order entry, order status communication, and administration of customer returns.
• Collect and analyze data to develop customer-specific pricing, price lists, and long-term agreement offers.
• Prepare quotations and long-term agreement submissions for legacy business; manage quotation turnaround time and capture rate.
• Analyze trends and report on intake, forecast accuracy, performance gaps, and low- or negative-margin parts.
• Provide continuous customer feedback on order status throughout the production cycle.
• Work closely with cross-functional teams to determine and communicate customer and order updates.
• Maintain customer service databases, files, records, and performance metrics.
• Ensure customer website and portal purchasing-system requirements are fulfilled.
• Provide backup coverage for the Customer Service Team and perform other assigned duties when necessary.
• Support collection activities and manage applicable export-control requirements.
• Support customer visits, with travel of up to 10%.

Skills

Export-control knowledge

Leadership

Team development

Communication

MRP system

Customer portal

Pricing & quotations

Education

Bachelor's degree

Tools

MRP system

Customer web portal

Job description

Eaton’s Lakeside facility is a global leader in conveyance systems for aerospace and defense, delivering hoses, couplings, ducting, and sealing solutions for critical applications.

We seek a senior Customer Service Leader to drive performance, coach a 4-person team, and manage pricing, orders, and customer communications while collaborating across functions. Travel up to 10% may be required.