Senior Customer Services Representative

What you’ll do:

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.

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.

Order book management:
•    Own assigned customer order books in terms of Promise Date accuracy and general data integrity
•    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.
•    Negotiate order priorities with customers, plant and supply chain.
•    Expedite urgent customer orders internally to elevate critical issues.

Reporting:
•    Produce, monitor and communicate customer performance metrics internally and externally.
•    Communicate and escalate customer issues to functional internal/leadership teams where appropriate.
•    Attend Tier meetings as and when required to report and escalate issues.
•    Obtain and understand anticipated customer demand signals, owning business forecasting at part number level for assigned customer portfolio, as part of Eaton’s SIOP process.

Administration:
•    Process requests for quotations received from customers with Pune Support.
•    Investigate and resolve invoice disputes within set KPI measures.
•    Where applicable, accountable for ensuring customer’s supplier web-based purchasing systems requirements are fulfilled.
•    Support in negotiating contract pricing, delivery, administrative requirements and conditions ensuring compliance with Eaton’s policies, terms and conditions from proposal through shipment.

General responsibilities:
•    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.
•    Implement Eaton Standard Work practices as dictated by Commercial and Plant Leadership
•    Engage in site wide leadership initiatives, assessing current practices for continuous process improvements.
•    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 required.

Qualifications:

•    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)
Essential Skills/Knowledge

Skills:

•    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

Desirable Skills/Knowledge
•    Understanding of Aftermarket/Repair business principles
•    Experience of forecasting, SIOP and the impact on supply chain.
•    Negotiation skills
•    Contractual Ts and Cs.
•    Knowledge of Sharepoints 
•    A demonstrable understanding of aerospace applications, products and designs

•    Customer centric focused individual with confidence and drive to deliver against customer commitments.
•    Able to work as part of a team but also under own initiative.
•    Confident to manage projects within challenging timescales.
•    High performer working under pressure and able to prioritise workloads with minimum supervision.
•    Pro-active in the pursuit of continuous improvement 
•    Highly motivated and keen to succeed.

What we offer:

• Competitive compensation and benefits package
• Challenging projects in dynamic collaborative team
• Great company benefits
• We make your aspirations matter – Eaton encourages internal promotion, whenever possible
• We make your growth matter - We invest in our employees for the long term – not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University
• We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people’s lives and the through power management technologies
• We make your wellbeing matter – We put your health and safety first. Wellness at Eaton is more than a program, it’s about changing the environment by offering the right tools to help empower employees to make that happen

The successful applicant will be in contact with US ITAR controlled technology, goods and information. As a condition of employment, employees with access to US ITAR controlled technology and goods may be required to undergo an additional screening process as part of the recruitment process.