Customer Service Manager Warranty & OEM at Eaton USA

Galesburg, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Feb, 26

Salary

0.0

Posted On

14 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Relationship Management, Complaint Resolution, Contract Compliance, Performance Measurement, Order Management, Supply Chain Management, Training, Problem Solving, Lean Support Culture, Escalation Management, Team Collaboration, Process Enhancement, Customer Satisfaction, Metrics Distribution, Root Cause Analysis, Urgency Management

Industry

electrical;Appliances;and Electronics Manufacturing

Description

Manage all aspects of customer relationships and daily interactions. Implement, lead, or support customer action calls, customer visits, complaint resolution, etc. Execute the contractual terms through collaboration with pricings/sales for compliance. Expectation both Aftermarket, Warranty and manage OEM customers expectations keeping Past Due and OTD on track. Make sure any supply constraint is escalated through SCM Team with clear action plan. Develop an internal support plan to meet all customer performance expectations and requirements. Manage all performance measurements to optimize the customer's perceptions. This includes customer scorecard reviews, resolving variances, and distribution of customer metrics throughout the organization. Support Order Management to ensure accurate and timely order processing and return material processing. Maintain knowledge and train others to navigate and manage customer websites and web-based portals to ensure the most efficient processes are deployed to maximize customer satisfaction. Support Accounts Receivable and Pricing team related to contested invoices and days sales outstanding metrics. Work with other customer service and materials areas to drive OTD to the customer, identify potential problems, and work creatively to develop and implement sustainable solutions to improve service level. Develop and maintain countermeasures to address the root causes of gaps in order of entry processes. Reviewing and moving Mobile Power orders making sure customers are attended promptly. Build relationships with co-workers in all areas of the organization to focus on continuous process enhancement. Work toward the creation of a lean support culture in accordance with our overall division of lean objectives. Responsible for daily/weekly updates for past due and current orders; facilitate resolution by working with CSR and peers to execute past due orders to meet OTD expectations. Monitor, measure and drive performance improvement of the planning performance metrics Operate with urgency when it's needed to mitigate impact on our customers, able to maintain calm in stressful situations. Support customer escalations if necessary Bachelor's Degree from an accredited institution. 5 years of Customer Service leadership within a Manufacturing, Supply Chain, and/ or Product support role. Must be legally authorized to work in the United States without corporate sponsorship now or in the future. Bachelor's Degree in Supply Chain/Materials Management. Aftermarket, Warranty and management of OEM customers Previous experience reviewing and resolving shortage issues to meet customer orders without production impact. Past Work with other customer service and materials areas to drive OTD to the customer, identify potential problems, and work creatively to develop and implement sustainable solutions to improve service level. Developing and maintaining countermeasures to address the root causes of gaps in order of entry processes. Relationships building with co-workers in all areas of the organization to focus on continuous process enhancement. Work toward the creation of a lean support culture in accordance with our overall division of lean objectives. Daily/weekly updates for past due and current orders; facilitate resolution by working with CSR and peers to execute past due orders to meet OTD expectations. Ability to drive performance improvement of the planning performance metrics Ability to Operate with urgency when it's needed to mitigate impact on our customers, able to maintain calm in stressful situations. Ability to work on customer escalations if necessary. We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws. You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number. We know that good benefit programs are important to employees and their families. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

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Responsibilities

Manage all aspects of customer relationships and daily interactions, ensuring compliance with contractual terms and optimizing customer perceptions. Develop internal support plans and drive performance improvements while addressing supply constraints and customer escalations.