Senior Customer Service Representative

Eaton Corporation • Grand Rapids, MI • 3h ago

Eaton's IS AER FMC division is currently seeking a Senior Customer Service Representative. 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.

What you'll do:

Coordinate across functional disciplines to achieve customer satisfaction while aligning with FMC's strategic and portfolio objectives. Ensure timely and effective customer communications internally and externally to fulfill contract obligations meeting quality and on-time delivery expectations. Develop and maintain relationships that foster additional growth opportunities and up-sell products as an extension of the sales force. Conduct market assessments, monitoring, and analysis to develop and manage a high quality portfolio of opportunities.

ESSENTIAL FUNCTIONS:

Functions as primary focal point of contact for assigned customer related inquiries and represents the voice of the customer within the facility.

Performs 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 orders are entered into the ERP system and/or other support databases. Accountable for ensuring demand alignment and accuracy of demand plan for assigned customers.

Accountable for ensuring that the customer's supplier web-based purchasing systems' requirements are being fulfilled

Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer in anticipation of customers' needs

Assesses market channel delivery options (direct or through distribution).

Develops sales support materials, promotion, and training for global campaigns on targeted OE or aftermarket programs

Manages Customer Metrics - Voice of Customer feedback follow up and keeping customer database updated with all activities and maintains all records for account responsibility.

Represents the company at customer review meetings (potentially at off-site meetings). Not more than 10% travel.

Fundamental understanding of regulatory processes around Aerospace and Export Controls and assures compliance with all export control regulations- ITAR

Manages the new opportunity pipeline in ensure a high quality portfolio of opportunities is available to FMC in the aftermarket. Provides accurate and timely market and competitive intelligence, including pricing and competitive standing, in support of FMC momentum and new business capture

Support all customer AOG requirements and utilize the internal Surplus team to leverage available inventory for smooth resolution.

Qualifications:

Basic Qualifications:

Associate's or Bachelor's degree from an accredited institution OR High School Diploma/GED with a minimum of two (2) years experience in Customer Service.

Minimum of 2 years experience working with cross functional teams

No relocation is provided for this position. Candidates must reside within a 50-mile radius of Grand Rapids, MI location in the United States to be considered for this opportunity.

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

Candidate must be authorized to work in the United States on a continuous basis without company sponsorship.

Preferred Qualifications:

Bachelor's Degree from an accredited institution

Sales experience

Forecasting experience

Leadership skills/experience

Mechanical Actuation Product knowledge

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. 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.

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