Senior Customer Service Representative

Eaton's IS AER FMC division is currently seeking a Senior Customer Service Representative. This is a hybrid role (3 days in office/2 days remote) at our Los Angeles, CA facility.?

The LA facility has approximately 250 employees and is a leader in the design, development, manufacture and delivery of Aerospace hydraulic components, systems and services to the global aftermarket and OEM markets.

The expected annual salary range for this role is $90562.5 - $132825.0 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.

The Senior Customer Support Representative oversees and manages a portfolio of accounts such as OEM, airlines, MRO, and distribution partners worldwide. Account responsibilities include developing strong relationships with customers, connecting with key business contacts, executives and stakeholders, forecasting, reviewing and preparing RFQ/RFP, negotiation, sales reports and other metrics. The Senior Customer Support Representative will also oversee the entire fulfillment process for their accounts from order processing to shipping and logistics, answer client queries and identify trends and new business opportunities among existing and new customers.

In this role, you will liaise with cross-functional internal teams including Contract, Pricing, Supply Chain, Quality, Engineering, Finance/Accounting/Credit, Sales/Marketing, Manufacturing/Operations, and Shipping to meet and improve the entire customer experience. The role requires account management and excellent communication skills, time management, analytical thinking to understand customer behavior, and creation of long-lasting business relationships with our customers.

What you'll do:

Serve as the Point of Contact for customer account management matters.

Build and maintain strong, long-lasting client relationships.

Review contract, RFQ/RFP, coordinate with other functions internally to fully understand the requirements and prepare the quotes/proposals accordingly.

Support gate reviews, contract negotiations, Customer Program Reviews and Audits as necessary.

Lead onsite meetings, telecons, proposal kick off and tag-ups to meet the customers' goals and objectives.

Understand forecast to satisfy customer requirements and manage stock and rotable pool.

Ensure the timely and successful delivery schedule and clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.

Review customer claims and provide analysis for Finance/Accounting.

Communicate effectively with customer on quotes, order status, TAT and issues.

Negotiate and follow-up strategically with customers to obtain approvals on quotes and delivery schedule.

Coordinate recovery plans for delinquent performances and analyze root cause and determine corrective action plans for issues.

Stay on top of industry changes and market trends applicable to customers and develop new business opportunities with existing customers and/or identify areas of improvement to meet customer needs.

Provide metrics and status for major accounts to the site Leadership Team.

Qualifications:

Required (Basic) Qualifications:

• Bachelor's degree from an accredited institution.

• Minimum of three (3) years of experience in account management, contract administration, customer service, project management, quality or supply chain in manufacturing, operations or aerospace environment.

• Must be legally authorized to work in the United States without company sponsorship.

• This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S person as a U.S Citizens, U.S Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

• No relocation is being offered for this role. This is a remote role within the United States.

Preferred Qualifications:

• Familiarity with Microsoft Excel, PowerPoint, and Word.

Skills:

• Organized with a history of managing customer programs.

• Proficient in proposal/contract, terms and conditions, preparation, negotiation and management (compliance matrices).

• Leadership, teaming, team problem solving, program management and time management skills.

• Proficient with MS Project, Word, Excel, PowerPoint, MS Outlook, Basic Internet.

• Understanding of federal laws, and corporate and project finance.

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