Customer Service Manager

Responsibilities

• PRIMARY FUNCTION:
• State the primary function or overall purpose of your position.
• The Customer Service Manager will manage the Customer Representatives' team with the objective to maximize customer satisfaction and increase performances.
• The Customer Service Manager will recommend staff actions including selection recommendations; coaching, propose disciplinary actions; perform employee performance appraisals; manage schedules and workload.
• This includes working with sales, planning, supply chain, operations, and quality. All activities involve extensive interaction with customers and internal functions.
• #LI-SL4
• ESSENTIAL FUNCTIONS: (Limit yourself to 8-12 statements)
• List the essential functions (i.e. key responsibilities with expected end results) which must be accomplished in order to fulfill the purpose of your position as described above.
• Customer Assignment:
• A. Serve as the primary source of contact for assigned Customers related inquiries and represent the voice of the Customers.
• B. Manage all aspects of the Customer relationship and daily interactions.
• C. Support Order Management to ensure accurate and timely Order processing and returns.
• D. Understand all executed contract terms for assigned Customers through collaboration with Contracts Team.
• E. Monitor existing contracts for compliance relative to delivery requirements.
• F. Develop and maintain Customer specific manuals, as well as key contractual elements.
• G. Negotiate and manage changes in Customer demand to ensure accurate flow down in support of on-time delivery.
• H. Follow up on quotes and monitoring quotes
• I. Maintain knowledge and train others to navigate and manage Customer schedules and portals
• J. Work closely with Accounts Receivable and Customers for quick resolution to contested invoices and deductions.
• K. Know and apply all terms of Long-Term Agreements for assigned Customers. Develop and maintain Customer information documents for other team member's use.
• L. Work closely with operations and supply chain to ensure Customer On-Time Delivery
• M. Proactively monitor Customer delivery schedules and track critical shortages. Team with Supply Chain Management and Operations to expedite urgent Customer needs.
• Team Management:
• A. Manage the Customer Service Representatives team.
• B. Ensure compliance to Sales and Operations processes.
• C. Implement and participate in rituals with key local interfaces (Planning Supply Chain, Quality, Sales, Finance ...).
• D. Update the work instructions as needed.
• E. Ensure that Customer Service Representatives are adequately trained.

Requirements

• Describe any specialized knowledge or skill (e.g., technical, scientific, administrative, managerial) which your position requires.
• Bachelor's Degree in Business, Marketing, related or approved field from an accredited institution required.
• 5 years of experience in customer service, contract administration or related experience.
• 3+ years of experience managing a team.
• Work experience with SAP and/ or MFG Pro
• Work experience in a customer support role for technical products
• Experience with preparing quotes
• Proficiency or knowledge of ERP systems.
• Prior experience with customer portals.
• Position Criteria:
• Ability to train others and work in a team-oriented environment
• Strong communication skills and interpersonal skills to support internal and external contacts within a multi-cultured environment
• Demonstrated experience working with MS Office software package
• Analytical skills and detail-orientation.
• Ability to prioritize and execute multiple tasks in an efficient manner, and work on multiple projects simultaneously and independently
• Ability to work on time sensitive projects, meet critical deadlines, and deliver commitments in a calm and organized manner
• Must be able to travel up to 10% of the time
• Customer service skills and aptitude
• We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection crite

Additional Information

Eaton's IS AER ITD division is currently seeking a Customer Service Manager.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Eaton? Share your experience