Customer Service Manager

Eaton's ES AMER ARS PDCAD division is currently seeking a Customer Service Manager. This role will take place out of our Greenwood, SC facility.

The primary function of the Customer Service Manager is to plan and manage customer orders. 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 $113000 - $165000 a year. This position is also eligible for a variable incentive program.

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:

• Provide management and direction to the customer service representatives and master scheduler, which includes managing order processing from receipt of order to delivery and invoicing.
• 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, Salesforce, S4 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.
• Support production meetings to drive effective internal communications and cross-functional collaboration.
• Maintain consistent interaction with other plant functions to balance advocacy for customer needs with those needs of the plants.
• Direct and oversee customer visits to drive positive customer experiences and ensure customer expectations are clearly understood by all impacted functions.
• Manage and maintain the OTP/AWSD metrics for the Laurens Highway and G2 plants.
• Manage and maintain the ship short process and communicates monthly reports.
• Support the escalation process from the field for dissatisfied dwg/ship dates.

• 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.
• Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.
• No relocation benefit is offered for this position. Only candidates residing within the immediate area of the Greenwood, SC facility (50 mile radius) will be considered for this position. Active Duty Military Service member candidates are exempt from the geographical area limitation.

• Supervisory experience
• Customer Service or Sales Support Experience with a technical product.

• 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.