Customer Service Manager Jobs

What you’ll do:

The primary function of the Customer Service Manager is to plan and manage customer orders and direct the engineering and production loading within Eaton’s Fayetteville Motor Control Center Manufacturing Facility, as well as amongst several remote manufacturing sites. In addition, the Customer Service Manager will manage a team focused on customer relations, order entry and flow, and OTD performance, focusing on customer satisfaction and fostering positive business relationships.

In this position you will;

• Maintain consistent interaction with other plant functions to balance advocacy for customer needs with those needs of the plants. This includes management of the customer returns and damage process.
• Coordinate the customer survey process and proactively build strong customer relationship processes.
• Drive and control the processes and procedures to support a level-loaded schedule for the engineering and manufacturing departments, amongst a multi-site arrangement (Fayetteville, Houston, Chicago, Portland and El Paso).
• Develop and maintain a mastery of the systems and processes used to support order management, including but not limited to Vista, AS400, Mapics, etc. The incumbent should be able to train new employees on these systems as well as the processes used to administer order entry, order flow, and maintenance of the plant backlog.
• Provide management and direction to the customer service representatives and master schedulers, which includes managing order processing from receipt of order to delivery and invoicing. This is a team of 6-10 people.
• Direct and oversee customer visits to drive positive customer experiences and ensure customer expectations are clearly understood by all impacted functions.
• Directly manage key customer / project orders to ensure a high-level of performance and drive customer satisfaction.
• Support order negotiations amongst the facilities to help secure price and orders based on order specific negotiated terms.
• Establish and maintain communications with customers and keep abreast of customer needs and procedures. Communicate customer needs to other departments.
• Manage and attend daily production meetings to drive effective internal communications and cross-functional collaboration.

Qualifications:

Basic Qualifications:

• Relocation assistance will be provided for candidates residing outside a 50-mile radius of location listed in job description
• Bachelor’s degree from an accredited institution.
• Legally authorized to work in the United States without company sponsorship now or in the future
• 5 years combined experience in a customer service/sales/project management capacity for a manufacturing or similar engineered-to-order (ETO) facility.

Preferred Qualifications:

• Customer Service or Sales Support Experience with a technical product.
• Supervisory experience

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Skills:

Position Criteria:

• Strong computer and analytical skills.
• Strong ability to multitask and prioritize in a fast-paced environment.
• Strong commercial savviness and customer service skillset.
• Communicate effectively amongst a cross-functional team and with customers.
• Proven ability to coach and develop strong teams.