Senior Customer Support Rep at Eaton USA

Fareham, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

07 Jan, 26

Salary

0.0

Posted On

09 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Relationship Management, ERP Systems, Microsoft Excel, Microsoft Powerpoint, Microsoft Outlook, Microsoft Word, Supply Chain Management, Demand Management, Export Compliance, Negotiation Skills, Presentation Skills, Effective Communication, Forecasting, Aerospace Applications, Contractual Terms, Continuous Process Improvement

Industry

electrical;Appliances;and Electronics Manufacturing

Description

Customer relationship management: Primary point of contact and interface with the customer (specific to function/segment requirements, ie Repairs, OE, Military, Commercial) Lead regular conference calls with key customers and lead customer business reviews (potentially off-site meetings) Communicate and hold regular customer order book reviews Perform contract review of customer requirements to ensure orders are entered into the ERP system and/or other support databases, as per negotiated requirements (including Export requirements) Manage order arrears to assigned customers and manage drive burndown plan with supply chain Process requests for quotations received from customers with Pune Support. Investigate and resolve invoice disputes within set KPI measures. Fundamental understanding of regulatory processes around Aerospace industry and Export Controls and assures compliance with all export control regulations, including ITAR, as well as being responsible for applying for export licenses on UK government portal. Be aware of and assist where possible in achieving monthly OTD/sales budget targets Be aware of and ensure compliance with all relevant and appropriate business procedures Engage in site wide leadership initiatives, assessing current practices for continuous process improvements Deputise for Customer Services Manager, Team Leaders and other team members as requested Adhere to plant 5S policy Individuals may be required by the company to perform other tasks, not included above, but within the capabilities of the individual - training will be given where require This role is working as a member of the customer service team responsible for managing a nominated group of business customers. Key functions include managing the customer relationship acting as primary customer interface, leading regular customer business reviews and to manage, monitor and report on their associated order book, including driving the supply chain to deliver to customer requirements. The role will require a motivated and ambitious individual capable of working within a team, whilst also taking ownership and be accountable for their assigned customer portfolio. The primary objective is to ensure customer expectations are exceeded and to manage and progress customer orders efficiently, employing commercial awareness practices Act as the primary point of contact for customers, leading conference calls, business reviews, and order book reviews. Manage assigned customer order books, ensuring Promise Date accuracy, data integrity, and timely order entry into relevant systems; address order arrears and expedite urgent orders. Negotiate order priorities with customers, plant, and supply chain, and manage burndown plans in collaboration with the supply chain. Produce and communicate customer performance metrics, escalate issues when necessary, and attend Tier meetings to report concerns. Forecast and manage anticipated customer demand at part number level, process quotation requests, and resolve invoice disputes within KPI targets. Support achievement of monthly OTD/sales budget targets, adhere to business procedures and plant 5S policy, implement standard work practices, and contribute to continuous process improvements and leadership initiatives. Provide cover for Customer Services Manager, Team Leaders, and other team members as required, and undertake additional tasks within capability, with training provided where necessary. Bachelor's Degree, HNC/HND, or demonstrable work experience A good knowledge of ERP systems, ideally MFGPro. Proficient in Microsoft, ie, Excel, Powerpoint, Outlook, Word. A good understanding of Supply Chain, Demand Management, Purchasing and Engineering, to aid problem solving and export licence determination. Basic understanding of UK/EU/US Trade Compliance including ITAR. Understanding of Aftermarket/Repair business principles Experience of forecasting, SIOP and the impact on supply chain. Contractual Ts and Cs. A demonstrable understanding of aerospace applications, products and designs Bachelor's Degree from an accredited institution, HNC/HND, or demonstrable work experience GCSE/O-Level in Maths and English as well as other academic qualifications, (further GCSE/O Level/A Levels) A good knowledge of ERP systems, ideally MFGPro. Proficient in Microsoft, ie, Excel, Powerpoint, Outlook, Word. A good understanding of Supply Chain, Demand Management, Purchasing and Engineering, to aid problem solving and export licence determination. Basic understanding of UK/EU/US Trade Compliance including ITAR. Good Presentation Skills Effective communication skills (verbal and written) Experience of interfacing with customers Understanding of Aftermarket/Repair business principles Experience of forecasting, SIOP and the impact on supply chain. Negotiation skills Contractual Ts and Cs. Knowledge of SharePoint A demonstrable understanding of aerospace applications, products and designs

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Responsibilities

The Senior Customer Support Rep acts as the primary point of contact for customers, leading conference calls and business reviews while managing customer order books. The role involves ensuring customer expectations are exceeded and efficiently managing customer orders through collaboration with the supply chain.