Senior Service Order Manager

Eaton Corporation; Raleigh (NC); On-site; USD 84,000 - 123,000; Full time

Job summary

Eaton's ES AMER ESS division in Raleigh, NC is seeking a Senior Service Order Manager to lead order entry, backlog management, and cross-functional coordination to meet customer expectations. You will partner with Sales, technicians, vendors, and Supply Chain to drive on-time delivery, optimize processes, and ensure accurate invoicing while delivering a positive customer experience.

Candidates should have a Bachelor's degree and at least three years in customer support or supply chain, with

Qualifications

• Bachelor’s Degree from an accredited institution.
• Minimum of three (3) years experience in customer support, supply chain or related business experience.
• No relocation benefit is offered. Candidates must reside within 50 miles of the job location listed on the job description.
• 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 H1B, H1-B cap registration, O-1, E-3, TN status, I-485 job portability, etc.

Responsibilities

• Provide general order management, including order entry, promised-date compliance, backlog management, coordination of material shipments, on-time delivery, order expediting, and order status and tracking.
• Collaborate with Sales, technicians, vendors, Eaton manufacturer representatives, Eaton business partners, Purchasing, Credit, and Supply Chain departments to drive order issue resolution and customer satisfaction. Provide solutions and alternatives to meet customer needs.
• Proactively communicate with customers in a timely manner regarding order verification, order status, pricing, and shipment status. Coordinate with Operations to verify lead times, schedule customer orders according to delivery needs, and communicate special-handling requests.
• Challenge cross-functional processes to support continuous business improvement.
• Proactively run and analyze reports to determine which orders must be completed to meet revenue targets and customer demand.
• Manage the order backlog to ensure forecast accuracy for the business unit.
• Assist with facilitating the Return Material Authorization, credit, and rebill processes.
• Coordinate with other teams to ensure work orders are complete and all required nonstandard details are present and accurate at the time of invoicing to support timely payment.
• Maintain service vendor relationships by efficiently assigning orders to vendors and processing vendor invoices.
• Participate in meetings with customers and project teams.

Skills

Customer support experience

Supply chain experience

Order management

Cross-functional collaboration

Education

Bachelor’s Degree

Tools

SAP

Power BI

Salesforce

Job description

Eaton’s ES AMER ESS division is currently seeking a Senior Service Order Manager. This role is located out of Raleigh, NC.

The expected annual salary range for this role is $84000 - $123000 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.

The Senior Service Order Manager provides internal and external sales support. This position will manage orders for CPS Service Strategic/ Hyperscale customers nationwide to include order entry, backlog management, and leverage all available resources to meet/ exceed customer expectations while creating a positive customer experience.

What you’ll do:

• Provide general order management, including order entry, promised-date compliance, backlog management, coordination of material shipments, on-time delivery, order expediting, and order status and tracking.
• Collaborate with Sales, technicians, vendors, Eaton manufacturer representatives, Eaton business partners, Purchasing, Credit, and Supply Chain departments to drive order issue resolution and customer satisfaction. Provide solutions and alternatives to meet customer needs.
• Proactively communicate with customers in a timely manner regarding order verification, order status, pricing, and shipment status. Coordinate with Operations to verify lead times, schedule customer orders according to delivery needs, and communicate special-handling requests.
• Challenge cross-functional processes to support continuous business improvement.
• Proactively run and analyze reports to determine which orders must be completed to meet revenue targets and customer demand.
• Manage the order backlog to ensure forecast accuracy for the business unit.
• Assist with facilitating the Return Material Authorization, credit, and rebill processes.
• Coordinate with other teams to ensure work orders are complete and all required nonstandard details are present and accurate at the time of invoicing to support timely payment.
• Maintain service vendor relationships by efficiently assigning orders to vendors and processing vendor invoices.
• Participate in meetings with customers and project teams.

Qualifications

Basic Requirements:

• Bachelor’s Degree from an accredited institution
• Minimum of three (3) years experience in customer support, supply chain or related business experience
• No relocation benefit is offered. Candidates must reside within 50 miles of the job location listed on the job description
• 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 H1B, H1-B cap registration, O-1, E-3, TN status, I-485 job portability, etc.

Preferred Experience

• SAP, Power BI, Salesforce experience

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 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.