Senior Customer Support Representative

Eaton Aerospace Group is currently seeking a Senior Customer Support Representative to join our team. This a remote position based in the United States.

The LA facility has approximately 250 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.

Position Overview:

The Senior Customer Support Representative oversees and manages a portfolio of accounts such as OEM, airlines, MRO, and distribution partners worldwide. Account responsibilities include developing strong relationships with customers, connecting with key business contacts, executives and stakeholders, forecasting, reviewing and preparing RFQ/RFP, negotiation, sales reports and other metrics. The Senior Customer Support Representative will also oversee the entire fulfillment process for their accounts from order processing to shipping and logistics, answer client queries and identify trends and new business opportunities among existing and new customers.

In this role, you will liaise with cross-functional internal teams including Contract, Pricing, Supply Chain, Quality, Engineering, Finance/Accounting/Credit, Sales/Marketing, Manufacturing/Operations, and Shipping to meet and improve the entire customer experience. The role requires account management and excellent communication skills, time management, analytical thinking to understand customer behavior, and creation of long-lasting business relationships with our customers.

Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It's where bold, bright professionals like you can reach your full potential-and where you can help us reach ours.

In this function you will:

• Serve as the Point of Contact for customer account management matters.
• Build and maintain strong, long-lasting client relationships.
• Review contract, RFQ/RFP, coordinate with other functions internally to fully understand the requirements and prepare the quotes/proposals accordingly.
• Support gate reviews, contract negotiations, Customer Program Reviews and Audits as necessary.
• Lead onsite meetings, telecons, proposal kick off and tag-ups to meet the customers' goals and objectives.
• Understand forecast to satisfy customer requirements and manage stock and rotable pool.
• Ensure the timely and successful delivery schedule and clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Review customer claims and provide analysis for Finance/Accounting.
• Communicate effectively with customer on quotes, order status, TAT and issues.
• Negotiate and follow-up strategically with customers to obtain approvals on quotes and delivery schedule.
• Coordinate recovery plans for delinquent performances and analyze root cause and determine corrective action plans for issues.
• Stay on top of industry changes and market trends applicable to customers and develop new business opportunities with existing customers and/or identify areas of improvement to meet customer needs.
• Provide metrics and status for major accounts to the site Leadership Team.

When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we - as individuals and as a company - are stronger.

Qualifications

Required (Basic) Qualifications:

• Bachelor's degree from an accredited institution.
• Minimum of three (3) years of experience in account management, contract administration, customer service, project management, quality or supply chain in manufacturing, operations or aerospace environment.
• Must be legally authorized to work in the United States without company sponsorship.
• This position requires use of information or access to hardware which is 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 Citizens, U.S Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
• No relocation is being offered for this role. This is a remote role within the United States.

Preferred Qualifications:

• Familiarity with Microsoft Excel, PowerPoint, and Word.

What you'll get from us:

We provide benefits that are industry competitive and focused on employee well-being. Listed below are programs that are offered globally, but program availabilities may vary by site.

• Flexible work options to help balance work/life demands (at participating Eaton sites)
• Healthcare/retirement savings programs
• Competitive compensation packages to reward skills and performance
• Tuition assistance or financial help for ongoing learning and development
• Health, Dental, Vision & Wellness programs
• Donation matching (U.S., Canada, Puerto Rico)

LI-EW1

Eaton considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call 412-893-3600 or send an email to: [email protected]

What you will get from us

Eaton's mission is to improve the quality of life and the environment through the use of power management technologies and services. We provide sustainable solutions that help our customers effectively manage electrical, hydraulic and mechanical power - more safely, more efficiently and more reliably. Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each day. It's where bold, bright professionals like you can reach your full potential-and where you can help us reach ours. Eaton's 2020 revenues were $17.9 billion, and we sell products to customers in more than 175 countries. We have approximately 85,000 employees.

We make work exciting, engaging and meaningful for our employees through our dedication to tackling some of the toughest power management challenges on the planet and by never losing sight of what matters. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We pledge to always foster a diverse and inclusive environment, including inclusion resource groups that bring together employees who share a common purpose, interest or background. In the past year, our company has received top employment recognition by the Human Rights Campaign and almost fifty percent of our Board of Directors represented diverse groups. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we - as individuals and as a company - are stronger.

We have demonstrated our passion for sustainability with the recent announcement of cutting carbon emissions from the company's operations by at least 50 percent by 2030. We are ethical, passionate, accountable, efficient, transparent and committed to learning. We are confident we can deliver on our promise to improve the quality of life and the environment because of the attributes that our employees embody.

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.

Job: Sales

Region: North America - US/Puerto Rico
Organization: AER FMC Fuel Motion Control Systems

Job Level: Individual Contributor
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes - Remote
Does this position offer relocation?: No
Travel: Yes, 10 % of the Time