Customer Service Manager

Eaton; Redditch; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Competitive compensation

Internal promotion

Eaton University

Learning and development

Wellbeing program

Job summary

Eaton is seeking a Lakeside Customer Service Leader to drive overall performance and customer advocacy. You will coach staff, manage key processes including pricing, quotations, and order administration, and collaborate cross-functionally to improve satisfaction, sales, and timeliness.

The role requires experience in customer-facing and supervisory functions within a global engineering context. As part of the Lakeside facility, you will contribute to delivering reliable power management

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 Lakeside customer service team and drive performance.
• Coach and support team to maximize satisfaction, sales, and efficiency.
• Supervise 4 account managers and mentor on procedures.
• Handle contract review, order entry, status, and returns.
• Develop customer-specific pricing and long-term offers.
• Prepare quotations and submissions for legacy business.
• Monitor trends, forecast accuracy, and performance gaps.
• Communicate updates with cross-functional teams.
• Maintain databases, records and performance metrics.
• Ensure purchasing-system requirements are met and provide backups.

Skills

Leadership

Communication

Customer service

Pricing & quotes

Order administration

Forecasting

Education

Bachelor's degree

Tools

MRP system

Microsoft Office

Job description

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, and strengthen cross-functional collaboration to ensure effective customer advocacy.

Responsibilities

• 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.

Qualifications

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

Skills

• Ability to meet UK. export-control access requirements applicable to the role
• Leadership and interpersonal skills Strong leadership, coaching, and team-development skills Ability to build and sustain a high-performance team Clear communication and the ability to create urgency and commitment around team goals Excellent interpersonal and communication skills
• Systems and functional knowledge Microsoft Office proficiency MRP-system competency Customer web-based portal competency Contract review and interpretation Customer-specific pricing, quotations, long-term agreements, order administration, returns, collections, forecasting, and performance reporting

Company Information

At Eaton's Lakeside facility, we don't just manufacture components-we engineer precision. As a global leader in conveyance systems for the aerospace and defense industry, our site delivers mission-critical hoses, couplings, ducting, and sealing solutions that power some of the world's most advanced aircraft. This is where innovation meets reliability, and where every product plays a role in keeping fleets airborne and operations secure.

Benefits

• Competitive compensation and benefits package
• Challenging projects in dynamic collaborative team
• Great company benefits
• We make your aspirations matter - Eaton encourages internal promotion, whenever possible
• We make your growth matter - We invest in our employees for the long term - not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University
• We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people's lives and the through power management technologies
• We make your wellbeing matter - We put your health and safety first. Wellness at Eaton is more than a program, it's about changing the environment by offering the right tools to help empower employees to make that happen

Application Notes

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates' privacy rights and data security will be protected in accordance with applicable laws.