Senior Customer Service Representative JOB ID: 138427 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 Qualifications 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  #LI-DG1 What you will get from us 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. Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours. Eaton’s 2020 revenues were $17.9 billion, and we sell products to customers in more than 175 countries. We have approximately 85,000 employees. We make work exciting, engaging and meaningful for our employees through our dedication to tackling some of the toughest power management challenges on the planet and by never losing sight of what matters. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We pledge to always foster a diverse and inclusive environment, including inclusion resource groups that bring together employees who share a common purpose, interest or background. In the past year, our company has received top employment recognition by the Human Rights Campaign and almost fifty percent of our Board of Directors represented diverse groups. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger. We have demonstrated our passion for sustainability with the recent announcement of cutting carbon emissions from the company’s operations by at least 50 percent by 2030. We are ethical, passionate, accountable, efficient, transparent and committed to learning. We are confident we can deliver on our promise to improve the quality of life and the environment because of the attributes that our employees embody. We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Job: Sales Region: Europe, Middle East, Africa Organization: AER FMC Fuel Motion Control Systems Job Level: Individual Contributor Schedule: Full-time Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No Does this position offer relocation?: No Travel: No