Customer Service Representative

Eaton Group; Cleveland (OH); On-site; USD 71,000 - 105,000; Full time

Benefits offered by this job

Incentive program

Job summary

Eaton's AER FMC Fuel Motion Control Systems division in Euclid, OH is seeking a Customer Service Representative. The role focuses on coordinating across functions to ensure customer satisfaction and timely communications to meet contract obligations.

Ideal candidates will have a Bachelor's degree and at least two years of customer-facing experience. The position offers a salary range and eligibility for a variable incentive program, with relocation not offered and a 50-mile radius geographic

Qualifications

• Bachelor's degree from an accredited institution.
• Minimum of two (2) years customer interface experience.
• This position requires U.S. export-controlled information access; must be a U.S. person.
• No relocation benefit; candidates within 50-mile radius of Euclid, OH will be considered.

Responsibilities

• Serve as primary focal point for customer inquiries and represent the voice of the customer.
• Ensure quotes/proposals flow through correct processes and are entered into ERP/databases.
• Maintain demand alignment and accuracy of the demand plan for assigned customers.
• Coordinate internal departments to achieve customer commitments and resolve issues.
• Provide proactive order status updates and communicate with customers throughout production.

Skills

Customer service

Communication

Attention to detail

MS Excel

Data analysis

Education

Bachelor's degree

Tools

Excel

MS Outlook

QlikView

PowerPoint

MRP Systems

Job description

Eaton's AER FMC Fuel Motion Control Systems division is currently seeking a Customer Service Representative. This position will be located at our Euclid, OH facility.

The Customer Support Representative will coordinate across functional disciplines to achieve customer satisfaction. In this role, you will manage performance against customer requirements in accordance with contract obligations, terms and conditions and ensure timely and effective customer communications internally and externally to fulfill contract obligations meeting quality and on-time delivery expectations. Additionally, you will develop and maintain relationships that foster additional growth opportunities and up-sell products as an extension of the sales force.

The expected annual salary range for this role is $71000 - $105000 a year. This position is also eligible for a variable incentive program.

Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

What you'll do:

• Function as primary focal point of contact for assigned customer related inquiries and represents the voice of the customer within the facility.
• Accountable for ensuring quotes and proposals are flowed through the correct process and entered into the ERP system and/or other support databases.
• Accountable for ensuring demand alignment and accuracy of demand plan for assigned customers within the SIOP.
• Accountable for ensuring that the customer's supplier web-based purchasing systems’ requirements are being fulfilled.
• Provide continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer in anticipation of customers’ needs.
• Coordinate the internal activities of all departments involved in achieving customer commitments. Coordinate issue resolution by achieving a mutually acceptable solution between Eaton and the customer. Represent Eaton in delivering plant recovery plans.
• Assess market channel delivery options (direct or through distribution).
• Support in negotiating contract pricing, delivery, administrative requirements and conditions ensuring compliance with Eaton's policies, terms and conditions from proposal through shipment.
• Manage Customer Metrics - Customer Complaint Process and keep customer database updated with all activities and maintain all records for account responsibility.
• Represent the company at customer review meetings (potentially at off-site meetings).
• Accountable for ensuring that shipping documentation is accurately issued and passed on to the shipping department; Review compliance with all export control regulations.
• Assess current practices for continuous process improvements.

Qualifications

Required (Basic) Qualifications:

• Bachelor's degree from an accredited institution.
• Minimum of two (2) years customer interface experience.
• Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any "CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.".
• 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 Euclid, OH will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.

Preferred Qualifications:

• Experience supporting the aerospace industry or in a manufacturing environment.

Position Success Criteria

• Computer Skills: Excel, MS Outlook, Qlikview, PowerPoint, MRP Systems (e.g., MFGPro, SIEBEL)
• Proficiency in reading and writing.
• Attention to detail, accuracy, organizational skills, follow-up, ability to learn and apply new concepts.
• Ability to follow detailed work instructions
• Ability to confirm contractual agreements/terms are met through utilization of contracts matrix.
• Effective communication skills (verbal and written), presentation skills, data analysis skills.

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.

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.

You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.

Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.