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Senior Customer Service Representative

JOB ID: 3273

The role is available on-site for Titchfield, UK

Would you like to make a difference to the environment? Do you want to work for a global and ethical company? Join us and help us provide energy-efficient solutions that make a real impact. We make what matters work. To find out more about us check: https://www.youtube.com/watch?v=baa_aiJ4L7E

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

Your main responsibilities:

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
• 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

Your essential skills we are looking for:

Essential 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

• 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 SharePoint
• A demonstrable understanding of aerospace applications, products and designs

ADDITIONAL INFORMATION

• 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 you:

• Permanent contract in a fast-growing global company

• Challenging projects in dynamic collaborative team
• Flexible working solutions (home office, remote, flexible working hours, part time etc.) are implemented across different EMEA locations, check out with the site HR what type of flexible working solution is available for this role.
• We make ethics and culture matter – You will enjoy working in supportive and collaborative workplace where ethics and safety are in our DNA
• We make your perspectives matter - Different points of view are what drive innovation and collaboration, and at Eaton, innovation begins with top-to-bottom diversity. Our senior leadership is made up of individuals from diverse groups to help create an environment where employees feel represented and heard at every level.
• 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 environment 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
• We make your voice matter - we value safety and trust. This is a place where you can speak up and be heard. There’s room here for everyone because we believe that every person matters.

Our recent awards:

• FORTUNE’s 2021 World’s Most Admired Companies list

• One of the World's Most Ethical Companies 2021 by Ethisphere
• Top 50 Employers List 2020 by Woman Engineer Magazine
• Best Place to work for LGBTQ Equality 2020 by Human Rights Campaign
• Named to 100 Best Corporate Citizens 2020 list for 13th consecutive year by 3BL Media
• 100 Best Corporate Citizens list for 11th consecutive year by Corporate Responsibility Magazine

• ENERGY STAR Partner of the Year, Sustained Excellence ranking

About Eaton:

Eaton’s mission is to improve the quality of life and the environment through the use of power management technologies and services. We provide sustainable solutions that help our customers effectively manage electrical, hydraulic, and mechanical power – more safely, more efficiently, and more reliably. We sell products to customers in more than 175 countries. We have approximately 92,000 employees. For more information, visit Eaton.com

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, color, 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.

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