Customer Service Lead

What you'll do:

Manage business interactions and relationships between Key Strategic Customers, Operations Teams, and other key functions within the organization to ensure complete customer satisfaction. Coordinate with other Fluid and Electrical Distribution (FED) locations supported by the Customer Service team ensuring "one voice to the customer." Provide support relative to specific tasks regarding program execution for development, low rate, and full rate production programs in order to facilitate a smooth transition. Provide focused attention, guidance, coaching, and mentorship to peers in an effort to successfully navigate through difficult or challenging situations by creating customer partnerships and a reduced potential for escalations.

1. Manage all aspects of the customer relationship and daily interactions. Implement, lead, or support customer action calls, customer visits, complaint resolution, etc.
2. Manage Customer Service responsible activities for PRO Launch projects and participate in Integrated Program Team meetings to ensure a smooth transition from new program development to full rate production.
3. Develop an internal support plan to meet all customer performance expectations and requirements. Manage all performance measurements to optimize the customer's perceptions. Includes customer scorecard review, resolving variances, and distribution of customer metrics throughout the organization. Pursue customer supplier awards and coordinate internally.
4. Conduct necessary analysis to understand market and customer trends. Provide input for presentations to create support, understanding, and awareness to the overall FED Division organization.
5. Understand all executed contract terms for assigned customers through collaboration with Contracts, Pricing, Sales, and Accounts Receivable to ensure full compliance. Monitor existing contracts for compliance relative to delivery requirements, identify and communicate shifts in demand impacting Eaton's profit plan. Develop and maintain executive summaries in the database. Identify and track issues to be changed during the next negotiation.
6. Support and participate in annual Customer Relationship Review process utilizing applicable tools to capture customer concerns and follow up for resolution.
7. Support Order Management to ensure accurate and timely order processing, quote submittal, and return material processing. Maintain knowledge and train others to navigate and manage customer websites and web based portals to assure the most efficient processes are deployed to maximize customer satisfaction.
8. Negotiate and manage changes in customer demand to ensure accurate flow down and support on time delivery and sales, inventory, and operations planning initiatives.
9. Support Accounts Receivable team as related to contested invoices and days sales outstanding (DSO) metric.
10. Support high visibility customer engagement teams, Program Management reviews, rate readiness reviews etc., as applicable.
11. Proactively offer insight and input into customer referrals utilizing the referral to distribution process and guidelines.
12. Support upside opportunities through managing case by case scenarios for fee application through communication, enforcement, and identifying billing opportunities.
13. Lead Account Management team key strategic initiatives through development, measurement, and analysis of metric data, identification of gaps and opportunities, and implementation of strategic solutions to achieve business goals

• Graduate Degree
• 5 Years of Customer Service experience, preferrably in the Aerospace Manufacturing Industry

• Knowledge and experience in using Office Software
• Knowledge/experience in using ERP systems.
• Familiarty with International freight & Logistics
• Knowledge / Experience with Aerospace standards NADCAP, AS9100 etc is preferred.
• Excellent communication and English language skills is a must. Ability to proactively coordinate with cross functional teams towards desired goals.
• Demonstrated leadership capabilities.
• Excellent interpersonal skills
• Strong Aerospace industry and program knowledge
• Judgment, logic, resourcefulness and creativity.
• Sound teaming skills.
• Basic market analysis tools and techniques"