Customer Service Manager

Customer Service Manager

Eaton's ES AMER ARS PDCAD division is currently seeking a Customer Service Manager. This position is ONSITE Monday-Friday 8:00am-5:00pm at our Fayetteville NC Eaton location. Relocation assistance will be provided, if needed.

The primary function of the Customer Service Manager is to plan and manage customer orders and direct the engineering and production loading within Eaton's Fayetteville Motor Control Center Manufacturing Facility, as well as amongst several remote manufacturing sites. In addition, the Customer Service Manager will manage a team focused on customer relations, order entry and flow, and OTD performance, focusing on customer satisfaction and fostering positive business relationships.

The expected annual salary range for this role is $109000 - $159000 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:

In this role:

• Provide management and direction to the customer service representatives and master schedulers, which includes managing order processing from receipt of order to delivery and invoicing. This is a team of 6-10 people.
• Establish and maintain communications with customers and keep abreast of customer needs and procedures. Communicate customer needs to other departments.
• Directly manage key customer/project orders to ensure a high-level of performance and drive customer satisfaction.
• Develop and maintain a mastery of the systems and processes used to support order management, including but not limited to Vista, AS400, Mapics, etc. The incumbent should be able to train new employees on these systems as well as the processes used to administer order entry, order flow, and maintenance of the plant backlog.
• Manage and attend daily production meetings to drive effective internal communications and cross-functional collaboration.
• Drive and control the processes and procedures to support a level-loaded schedule for the engineering and manufacturing departments, amongst a multi-site arrangement (Fayetteville, Houston, Chicago, Portland and El Paso).
• Maintain consistent interaction with other plant functions to balance advocacy for customer needs with those needs of the plants. This includes management of the customer returns and damage process.
• Direct and oversee customer visits to drive positive customer experiences and ensure customer expectations are clearly understood by all impacted functions.
• Support order negotiations amongst the facilities to help secure price and orders based on order specific negotiated terms.
• Coordinate the customer survey process and proactively build strong customer relationship processes.

Qualifications:

Basic Required Qualifications:

• Bachelor's degree from an accredited institution.
• 5 years combined experience in a customer service/sales/project management capacity for a manufacturing or similar engineered-to-order (ETO) facility.
• Must be able to relocate to Fayetteville, NC. Relocation assistance will be provided for candidates residing outside a 50-mile radius of location listed in job description.
• Eaton will not consider applicants for employment immigration sponsorship or support for this position.

Preferred Qualifications:

• Masters degree in a related field of study from an accredited institution.
• Supervisory experience.
• Customer Service or Sales Support Experience with a technical product.

Skills:

• Communicate effectively amongst a cross-functional team and with customers.
• Strong computer and analytical skills.
• Proven ability to coach and develop strong teams.
• Strong commercial savviness and customer service skillset.
• Strong ability to multitask and prioritize in a fast-paced environment

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.

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.