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 6-10people.
• Establish and maintain communications with customers and keep abreast of customer needs andprocedures. Communicate customer needs to other departments.
• Directly manage key customer / project orders to ensure a high-level of performance and drive customersatisfaction.
• Develop and maintain a mastery of the systems and processes used to support order management, includingbut 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 andmanufacturing 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 thoseneeds 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 specificnegotiated terms.
• Coordinate the customer survey process and proactively build strong customer relationship processes.

• 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. This means that Eaton will not support any CPT, OPT, or STM OPT plans, F-1 to H-1B, H1-B cap registration, O-1, E-3, TN status, 1-485 job portability, etc

• Masters degree in a related field of study from an accredited institution
• 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