Sr. Customer Service Representative

Eaton; Irvine (CA); On-site; USD 97,000 - 142,000; Full time

Job summary

Eaton's IS AER FMC division is seeking a Sr. Customer Service Representative to be located at our Irvine, CA facility.

The CSR coordinates across functional disciplines to achieve customer satisfaction and manage performance against contract obligations with timely internal and external communications. The role includes order review, ERP entry, backlog alignment, and collaboration with the sales force to foster growth opportunities and up-sell products.

Qualifications

• Bachelor's degree required.
• Minimum of four (4) years experience interfacing with customers.
• Must be legally authorized to work in the United States without company sponsorship.
• Export-controlled information: must be a U.S. person per U.S. government rules.
• No relocation benefit; candidates within 50-mile radius of Irvine, CA will be considered.

Responsibilities

• Serve as primary point of contact for assigned customer inquiries.
• Review orders for customer requirements and ensure compliance with negotiated terms.
• Ensure cross-functional contractual obligations are communicated to relevant functions.
• Enter orders into ERP system and maintain related databases.
• Monitor backlog and align forecasts to facilitate accurate SIOP planning.
• Support customer portal requirements and provide status updates.
• Coordinate internal activities to meet customer commitments and negotiate terms as needed.

Skills

Customer service

Cross-functional collaboration

Communication

Leadership

Education

Bachelor's degree

Master's degree

Tools

ERP system

Microsoft Office

Job description

Eaton's IS AER FMC division is currently seeking a Sr. Customer Service Representative. This position will be located at our Irvine, CA facility.

The Sr. Customer Service Representative (CSR) is responsible for coordinating across functional disciplines to achieve customer satisfaction and managing performance against customer requirements in accordance with contract obligations, terms and conditions. The Sr. CSR ensures timely and effective customer communications internally and externally to fulfill contract obligations meeting quality and on-time delivery expectations. The role is also responsible for developing and maintaining 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 $97000 - $142000 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 the primary point of contact for assigned customer related inquiries and represent the voice of the customer within the facility.
• Perform contract review of all orders for customer requirements to ensure that orders are processed per negotiated requirements including importing and exporting requirements.
• Accountable for ensuring that cross functional contractual customer obligations are flowed to the appropriate functions.
• Ensure orders are entered into the ERP system and/or other support databases.
• Ensure backlog alignment to customer orders and portal forecasts to facilitate accurate and timely SIOP demand planning.
• Accountable for ensuring that the customer's web-based purchasing system requirements are fulfilled by contract.
• 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. Coordinates issue resolution by achieving a mutually acceptable solution between Eaton and the customer. Represents Eaton in delivering plant recovery plans.
• Support and, as appropriate, lead 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 keeps customer database updated with all activities and maintains all records for account responsibility.
• Manage Customer AOG situations with results. Adjudicate Warranty on behalf of our customer within the organizational metrics.

Qualifications

Required (Basic) Qualifications

• Bachelor's degree from an accredited institution.
• Minimum of four (4) years experience interfacing with customers.
• Must be legally authorized to work in the United States without company sponsorship, now or in the future.
• 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 Irvine, CA will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.

Preferred Qualifications

• Master's degree from an accredited institution.
• Minimum of six (6) years customer service experience.
• Customer service experience within the Aerospace Industry.

Skills:

• Proficient in reading and writing English.
• Strong digital literacy as it relates to Microsoft's suite of products.
• Often participating in cross-functional initiatives to bridge gaps between groups.
• Competency in leading small groups as the voice of the customer when needed

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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 o