Customer Service Manager

Customer Service Manager

Eaton's IS AER FED division is currently seeking a Customer Service Manager. This position will be located at our Bethel, CT facility.

The Customer Service Manager is responsible for managing the site customer service team's overall performance, including coaching and assisting team members to drive customer service initiatives that maximize customer satisfaction, increase sales, reduce cycle time, reduce cost, and increase quality; cross functional collaboration with all functions to ensure optimum customer advocacy.

The expected annual salary range for this role is $93750.03 - $137500.04 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:

Supervise six customer account managers. Train and mentor on customer service procedures and policies.

Be responsible for overall customer management, including review and interpretation of contracts, accurate and timely order entry, providing order status and administering customer returns.

Collect and analyze data to develop customer specific pricing, pricelists and LTA offers.

Prepare quotations and long-term agreement submittals for legacy business and manages quote turn-time and capture rate.

Analyze trends and report on Intake, forecast accuracy, gaps and low/negative margin parts.

Provide continuous feedback to the customer on order status throughout the production cycle.

Work closely with cross functional teams to determine updates.

Maintain Customer Service databases, files, and metrics.

Ensure that customer website and portal purchasing system requirements are being fulfilled.

Provide backup where necessary for Customer Service Team and assume other duties as assigned.

Support collection activities and manage export control regulations.

Support customer visits (travel up to 10% of time).

Qualifications:

Required (Basic) Qualifications:

Bachelor's degree from an accredited institution.

Minimum of five (5) years experience in a customer facing role.

Minimum of one (1) year experience in a supervisory role.

Must be legally authorized to work in the United States without company sponsorship, now or in the future.

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.

Skills:

Strong leadership and coaching skills. The ability to build and sustain a high-performance team and to successfully communicate and develop a sense of urgency and commitment to meet team goals.

Excellent interpersonal and communication skills.

Computer literate with competency in Microsoft Office software programs, MRP system, and customer web-based portals.