Senior Customer Support Representative
Eaton, Titchfield, Hampshire
Senior Customer Support Representative
Salary Not Specified
Eaton, Titchfield, Hampshire
- Full time
- Permanent
- Onsite working
, 18 Oct | Get your application in now before you're too late!
Closing date: Closing date not specified
job Ref: b4ba74c16a94489688ff91d24631f0ff
Full Job Description
- We are more than just a power management company, we are committed to inclusion, diversity, and sustainability. You will be part of a global team committed to delivering on our brand promise: "Make what matters work" We pride ourselves on building a culture that reflects our shared goals, beliefs, and attitudes.
- We are ethical - We are passionate - We are responsible - We are efficient - We are transparent - We are learning. We are EATON! Short Description 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. What you'll do: 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 required
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 Sharepoints
- A demonstrable understanding of aerospace applications, products and designs Skills:
- 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