Eaton's IS AER FED division is currently seeking a Sr. Account Manager. This position will be located at our Beltsville, MD facility.
The Senior Account Manager plays a critical role in delivering exceptional customer experience and strengthening operational performance within the Customer Service organization. Reporting to the Customer Service Manager, this position is responsible for managing key customer relationships while championing continuous improvement across the team.
In this role, you will drive initiatives that enhance customer satisfaction, reduce cycle times, and improve service efficiency. You will also collaborate closely with cross functional partners to ensure seamless communication, consistent execution, and strong customer advocacy. Additionally, you will support and guide team members as they implement customer service best practices.
The expected annual salary range for this role is $97000 - $142000 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:
Lead end to end customer management, including interpreting contract requirements, providing proactive order status updates, maintaining customer schedules, coordinating with Planning on demand changes, and managing customer return processes.
Ensure full compliance with customer contracts by partnering with Contract, Pricing, Sales, and Accounts Receivable. Monitor contract performance, track delivery requirements, and develop/maintain executive contract summaries.
Drive customer service excellence by championing initiatives that increase customer satisfaction, reduce cycle time, lower cost, and improve quality through strong team collaboration.
Manage and maintain customer portal/website data, ensuring accuracy, visibility, and the implementation of process improvements where needed.
Collaborate closely with customers and internal teams, including Operations, HPWTs, Engineering, and Sales & Marketing, to address issues, align priorities, and deliver seamless support.
Own recovery for RED customer metrics, identifying root causes, developing solutions, and maintaining clear records for all assigned accounts.
Provide continuous, transparent communication to customers throughout the full production and delivery cycle.
Support Accounts Receivable by resolving contested invoices and contributing to improved DSO results.
Lead customer service activities for new program development, ensuring requirements are understood, documented, and executed.
Drive continuous improvement initiatives both within the team and in partnership with global support teams (including Pune).
Provide strategic, forward looking problem solving, including leading customer calls, developing delivery schedules, and ensuring all milestone dates are met and communicated effectively.
Mentor and support junior Account Managers (SB06), fostering development and strengthening team capability.
Maintain expert knowledge of MFGPRO, C360, document management tools, pending/hold reports, and quality related tracking systems to proactively identify and resolve customer impacting issues.
Qualifications:
Required (Basic) Qualifications:
High School Diploma or GED from an accredited institution.
Minimum of three (3) years experience in customer service or account management.
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 Beltsville, MD will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.
Preferred Qualifications:
Experience in a technical or manufacturing environment.
Experience with MRP/ERP systems.
Experience with Microsoft Office.
Position Success Criteria:
Strong judgment, strategic thinking, and decision making skills, with the ability to apply logic, resourcefulness, and creativity to complex situations.
Excellent teamwork and collaboration abilities, with a proven track record of working effectively across functions and levels.
Basic understanding of market analysis to support strategic customer and business decisions.
Exceptional interpersonal and communication skills, with the ability to build strong customer relationships and influence internal stakeholders.
Strong business acumen, with the ability to align daily activities with organizational strategy, market conditions, and divisional goals.
High proficiency in Microsoft Office, MRP/ERP systems, and customer web based portals; ability to quickly learn and navigate internal systems.
Advanced analytical and problem solving capabilities, with the ability to interpret data, identify trends, and drive corrective actions.
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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. Click here (https://www.youreatonbenefits.com/candidates) 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.
