Senior Customer Service Representative

Senior Customer Service Representative

Eaton's IS AER FMC division is currently seeking a Senior Customer Service Representative. The expected annual salary range for this role is $84000 - $123000 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.

What You'll Do:

Coordinate across functional disciplines to achieve customer satisfaction while aligning with FMC's strategic and portfolio objectives. Ensure timely and effective customer communications internally and externally to fulfill contract obligations meeting quality and on-time delivery expectations. Develop and maintain relationships that foster additional growth opportunities and up-sell products as an extension of the sales force. Conduct market assessments, monitoring, and analysis to develop and manage a high quality portfolio of opportunities.

Essential Functions:

• Functions as primary focal point of contact for assigned customer related inquiries and represents the voice of the customer within the facility.
• Performs contract review of all orders for customer requirements to ensure that orders are processed per negotiated requirements including importing and exporting requirements.
• Accountable for ensuring orders are entered into the ERP system and/or other support databases. Accountable for ensuring demand alignment and accuracy of demand plan for assigned customers.
• Accountable for ensuring that the customer's supplier web-based purchasing systems' requirements are being fulfilled
• Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer in anticipation of customers' needs
• Assesses market channel delivery options (direct or through distribution).
• Develops sales support materials, promotion, and training for global campaigns on targeted OE or aftermarket programs
• Manages Customer Metrics – Voice of Customer feedback follow up and keeping customer database updated with all activities and maintains all records for account responsibility.
• Represents the company at customer review meetings (potentially at off-site meetings). Not more than 10% travel.
• Fundamental understanding of regulatory processes around Aerospace and Export Controls and assures compliance with all export control regulations- ITAR
• Manages the new opportunity pipeline in ensure a high quality portfolio of opportunities is available to FMC in the aftermarket. Provides accurate and timely market and competitive intelligence, including pricing and competitive standing, in support of FMC momentum and new business capture
• Support all customer AOG requirements and utilize the internal Surplus team to leverage available inventory for smooth resolution.

Qualifications:

Basic Qualifications:

• Associate's or Bachelor's degree from an accredited institution OR High School Diploma/GED with a minimum of two (2) years experience in Customer Service.
• Minimum of 2 years experience working with cross functional teams
• No relocation is provided for this position. Candidates must reside within a 50-mile radius of Grand Rapids, MI location in the United States to be considered for this opportunity.
• This position requires access to export-controlled information. To conform to U.S. Government export regulations applicable to that information, applicant must be a U.S. person, defined as a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (green card holder), (iii) refugee under 8 U.S.C. § 1157, or (iv) asylee under 8 U.S.C. § 1158
• Candidate must be authorized to work in the United States on a continuous basis without company sponsorship.

Preferred Qualifications:

• Bachelor's Degree from an accredited institution
• Sales experience
• Forecasting experience
• Leadership skills/experience
• Mechanical Actuation Product knowledge