Customer Support Supervisor

Eaton; Jackson (MS); On-site; USD 97,000 - 143,000; Full time

Job summary

Eaton’s IS AER FMC division in Jackson, MS is seeking a Supervisor - Customer Service to lead the front-line Customer Service Team, drive escalations, and coordinate with engineering, quality, and operations. The role emphasizes contract compliance, timely communications, and opportunities for growth through up-selling.

Qualifications include a Bachelor's degree and at least five years of customer support experience, with ITAR awareness.

Qualifications

• Bachelor’s Degree from an accredited institution.
• Minimum five years experience supporting customers with strong understanding of commercial/contractual discipline.
• Must be legally authorized to work in the United States without sponsorship.
• No relocation is offered for this position. All candidates must reside within 50 miles of Jackson, MS.

Responsibilities

• Lead front-line Customer Service Team and manage escalations.
• Review orders for contract requirements to ensure compliant processing.
• Coordinate with ERP and other systems to align demand.
• Ensure timely customer communications and satisfaction across internal teams.
• Represent the company at customer review meetings and drive results in a matrix environment.

Skills

Communication across org levels

Education

Bachelor's Degree

Job description

Job Overview

Eaton’s IS AER FMC division is currently seeking a Customer Support Supervisor. This position is based out of our Jackson, MS site.

The expected annual salary range for this role is $97000 - $143000 a year. 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

Eaton’s Fuel & Motion Control Systems Division of the Aerospace Group has an opening for a Supervisor - Customer Service. The position is based in Jackson, MS. The Jackson facility has approximately 500 employees and is a leader in the design, development, manufacture and delivery of Aerospace hydraulic components, systems and services to the global aftermarket and OEM markets.

This position is a front line leader for the Customer Service Department, driving team priorities, building organizational capability, leading meetings and projects and providing training and development to the Customer Service Team. This position serves as the first point of customer escalation for the team and will be responsible for customer program assessments and meetings. This position coordinates across functional disciplines to achieve customer satisfaction; manages performance against customer requirements in accordance with contract obligations, terms and conditions; ensures timely and effective customer communications internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery expectations; develops and maintains relationships that foster additional growth opportunities and up-sell products as an extension of the sales force. Ability to balance customer requirements with company capabilities and objectives.

Job Responsibilities

• Functions as front line leader for Customer Service Team, supporting Customer Escalations & Customer Program Reviews
• Responsible for team development and accountability
• Accountable for contract review of all orders for customer requirements to ensure that the Associate Representative (i.e., Order Administration) is processing orders per negotiated requirements including importing and exporting requirements
• Accountable for ensuring orders are received into the ERP system and/or other support databases. Accountable for ensuring demand alignment of customer demand to ERP system
• Accountable for ensuring that the customer’s supplier web-based purchasing systems’ requirements are being fulfilled
• Takes ownership of total customer satisfaction
• Strong leadership skills, strong communication skills, detailed oriented and ability to work in a team environment
• Ability to be organized and manage multiple priorities simultaneously
• Ability to effectively communicate and collaborate with all levels within the organization
• Represents the company at customer review meetings (on and potentially at off-site meetings)
• Ability to drive for results while working in a matrix environment through developing and empowering individuals and teams
• Managerial courage with good conflict resolution and negotiation skills
• Ability to communicate technical information from engineering and quality to customers with emphasis on problem solution
• Assures compliance with all export control regulations- ITAR

Qualifications

Basic (required) Qualifications:

• Bachelor’s Degree from an accredited institution
• Minimum five (5) years experience supporting customers with strong understanding of commercial/contractual discipline
• No relocation is offered for this position. All candidates must currently reside within 50 miles of Jackson, MS
• This position requires use of information or access to hardware which may be subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
• Must be legally authorized to work in the United States without company sponsorship both now and in the future

Preferred Qualifications:

• Ability to make decisions based on detailed working knowledge of FAA / CAS / TINA requirements

Skills

Soft skills:

• Ability to speak to all levels of the organization

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.

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We know that good benefit programs are important to employees and their families. 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. Click here for more detail: Eaton Benefits Overview. 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.