Customer Service Mgr
Eaton's IS AER ITD division is currently seeking a Customer Service Mgr.
What you'll do:
PRIMARY FUNCTION:
1. State the primary function or overall purpose of your position.
The Customer Service Manager will manage the Customer Representatives' team with the objective to maximize customer satisfaction and increase performances.
The Customer Service Manager will recommend staff actions including selection recommendations; coaching, propose disciplinary actions; perform employee performance appraisals; manage schedules and workload.
This position will also act as a Customer Representative, managing business interactions and relationships with customers. Achieve customer satisfaction, manage performance against customer requirements in accordance with contract. Serve as a primary communication internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery as well as additional growth opportunities and strengthen customer loyalty.
The primary goal is to maximize customer satisfaction by ensuring we meet our delivery commitments to the customer. This position will interface either with strategic customers, provide them with updates on quotes, purchase orders, deliveries, manage expedites and schedule changes, ensure the compliance to Terms and Conditions and monitor performances.
This includes working with sales, planning, supply chain, operations, and quality. All activities involve extensive interaction with customers and internal functions.
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ESSENTIAL FUNCTIONS: (Limit yourself to 8-12 statements)
2. List the essential functions (i.e. key responsibilities with expected end results) which must be accomplished in order to fulfill the purpose of your position as described above.
Customer Assignment:
A. Serve as the primary source of contact for assigned Customers related inquiries and represent the voice of the Customers.
B. Manage all aspects of the Customer relationship and daily interactions.
C. Support Order Management to ensure accurate and timely Order processing and returns.
D. Understand all executed contract terms for assigned Customers through collaboration with Contracts Team.
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E. Monitor existing contracts for compliance relative to delivery requirements.
F. Develop and maintain Customer specific manuals, as well as key contractual elements.
G. Negotiate and manage changes in Customer demand to ensure accurate flow down in support of on-time delivery.
H. Follow up on quotes and monitoring quotes
I. Maintain knowledge and train others to navigate and manage Customer schedules and portals
J. Work closely with Accounts Receivable and Customers for quick resolution to contested invoices and deductions.
K. Know and apply all terms of Long-Term Agreements for assigned Customers. Develop and maintain Customer information documents for other team member's use.
L. Work closely with operations and supply chain to ensure Customer On-Time Delivery
M. Proactively monitor Customer delivery schedules and track critical shortages. Team with Supply Chain Management and Operations to expedite urgent Customer needs.
Team Management:
A. Manage the Customer Service Representatives team.
B. Ensure compliance to Sales and Operations processes.
C. Implement and participate in rituals with key local interfaces (Planning Supply Chain, Quality, Sales, Finance ...).
D. Update the work instructions as needed.
E. Ensure that Customer Service Representatives are adequately trained.
Qualifications:
Describe any specialized knowledge or skill (e.g., technical, scientific, administrative, managerial) which your position requires.
Basic Qualifications:
• Bachelor's Degree in Business, Marketing, related or approved field from an accredited institution required.
• 5 years of experience in customer service, contract administration or related experience.
• 3+ years of experience managing a team.
Preferred Qualifications:
• Work experience with SAP and/ or MFG Pro
• Work experience in a customer support role for technical products
• Experience with preparing quotes
• Proficiency or knowledge of ERP systems.
• Prior experience with customer portals.
Skills:
Position Criteria:
• Ability to train others and work in a team-oriented environment
• Strong communication skills and interpersonal skills to support internal and external contacts within a multi-cultured environment
• Demonstrated experience working with MS Office software package
• Analytical skills and detail-orientation.
• Ability to prioritize and execute multiple tasks in an efficient manner, and work on multiple projects simultaneously and independently
• Ability to work on time sensitive projects, meet critical deadlines, and deliver commitments in a calm and organized manner
• Must be able to travel up to 10% of the time
• Customer service skills and aptitude
We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- HSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Pet Insurance
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Birth Parent or Maternity Leave
- Adoption Assistance Program
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
- Summer Fridays
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Relocation Assistance
- Financial Counseling
Professional Development
- Tuition Reimbursement
- Promote From Within
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Internship Program
- Work Visa Sponsorship
- Leadership Training Program
- Associate or Rotational Training Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)