Eaton’s IS AER ITD division is currently seeking a Customer Service Manager. What You’ll Do Primary Function: The Customer Service Manager will manage the Customer Representatives’ team to maximize customer satisfaction and increase performance. This includes recommending staffing actions, coaching, proposing disciplinary actions, performing employee performance appraisals, managing schedules and workload, acting as a Customer Representative, managing business interactions and relationships with customers, and achieving customer satisfaction by meeting contract obligations related to quality, cost, and on-time delivery. This role will interface with strategic customers to provide updates on quotes, purchase orders, deliveries, manage expedited and schedule changes, ensure compliance with terms and conditions, and monitor performance. All activities involve extensive interaction with customers and internal functions such as sales, planning, supply chain, operations, and quality. Customer Assignment Serve as the primary source of contact for assigned Customers related inquiries and represent the voice of the Customers. Manage all aspects of the Customer relationship and daily interactions. Support Order Management to ensure accurate and timely Order processing and returns. Understand all executed contract terms for assigned Customers through collaboration with Contracts Team. Monitor existing contracts for compliance relative to delivery requirements. Develop and maintain Customer specific manuals, as well as key contractual elements. Negotiate and manage changes in Customer demand to ensure accurate flow down in support of on-time delivery. Follow up on quotes and monitor quotes. Maintain knowledge and train others to navigate and manage Customer schedules and portals. Work closely with Accounts Receivable and Customers for quick resolution to contested invoices and deductions. Know and apply all terms of Long-Term Agreements for assigned Customers; develop and maintain Customer information documents for other team members’ use. Work closely with operations and supply chain to ensure Customer On-Time Delivery. Proactively monitor Customer delivery schedules and track critical shortages; team with Supply Chain Management and Operations to expedite urgent Customer needs. Team Management Manage the Customer Service Representatives team. Ensure compliance with Sales and Operations processes. Implement and participate in rituals with key local interfaces (Planning, Supply Chain, Quality, Sales, Finance). Update the work instructions as needed. Ensure that Customer Service Representatives are adequately trained. Qualifications Basic Qualifications 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. Preferred Qualifications 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. Skills 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 efficiently 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 criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law. #J-18808-Ljbffr