Senior Customer Service Representative

Eaton's IS AER FMC division is currently seeking a Senior Customer Service Representative. This position is based at our Jackson, MS facility.

The Jackson facility has approximately 500 employees and is a leader in the design, development, manufacture and delivery of Aerospace hydraulic components, systems and services to the global aftermarket and OEM markets.

The expected annual salary range for this role is $77249.97 - $113299.96 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.

The Senior Customer Support Representative coordinates across functional disciplines to achieve customer satisfaction, manages performance against customer requirements in accordance with contract obligations, terms, and conditions, ensures timely and effective customer communications internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery expectations, and develops and maintains relationships that foster additional growth opportunities and up-sell products as an extension of the sales force. The ability to balance customer requirements with company capabilities and objectives is key to this role.

• Function as primary point of contact for assigned customer related inquiries and represents the voice of the customer within the facility.
• Perform contract review of all orders for customer requirements to ensure that the Associate Representative (i.e., Order Administration) is processing orders per negotiated requirements including importing and exporting requirements.
• Accountable for ensuring orders are received into the ERP system and/or other support databases as well as ensuring demand alignment of customer demand to ERP system.
• Accountable for ensuring that the customer's supplier web-based purchasing systems' requirements are being fulfilled.
• Take ownership of total customer satisfaction for assigned customers. Establish and execute customer scorecard reviews with functional groups to ensure customer metrics are improved and actions are being taken, as appropriate.
• Provide continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer, in anticipation of customers' needs.
• Coordinate internal activities of all departments involved to achieve customer commitments, resolves issues by achieving a mutually acceptable solution between Eaton and the customer an represents Eaton in delivering plant recovery plans.
• Coordinate and support contract pricing negotiation, delivery, administrative requirements, and conditions ensuring compliance with Eaton's policies, terms and conditions from proposal through shipment.
• Manage Customer Metrics and keeps customer database updated with all activities and maintains all records for account responsibility.
• Represent the company at customer review meetings (on and potentially at off-site meetings).
• Assure compliance with all export control regulations per ITAR.

• Bachelor's degree from an accredited institution OR a high school diploma with a minimum of four (4) years' experience interfacing with customers.
• Minimum of six (6) of months experience in a manufacturing environment.
• No relocation benefit is being offered for this position. Only candidates that currently reside within 60 miles of the Jackson, MS facility will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.
• This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
• Must be authorized to work in the United States without company sponsorship now or in the future.

• Experience in the aerospace industry.
• Two (2) years' experience interfacing with customers in a manufacturing environment.
• Fundamental understanding of FAA requirements for repair and PMA purchases.
• Fundamental understanding of CAS/TINA requirements.
• Proficient with lean tools and active continuous improvement practices.
• Proficient with Microsoft Office and MRP Systems.