Eaton

What you’ll do:

PRIMARY FUNCTION:

The Customer Service Supervisor will manage the Customer Representatives’ team with the objective to maximize customer satisfaction and increase performances. 

The Customer Service Supervisor will recommend staff actions including selection recommendations; coaching, propose disciplinary actions; perform employee performance appraisals; manage schedules and workload.

This position will also act as a Customer Representative, managing business interactions and relationships with customers. Achieve customer satisfaction, manage performance against customer requirements in accordance with contract. Serve as a primary communication internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery as well as additional growth opportunities and strengthen customer loyalty.

The primary goal is to maximize customer satisfaction by ensuring we meet our delivery commitments to the customer. This position will interface either with strategic customers, provide them with updates on quotes, purchase orders, deliveries, manage expedites and schedule changes, ensure the compliance to Terms and Conditions and monitor performances. 

This includes working with sales, planning, supply chain, operations, and quality. All activities involve extensive interaction with customers and internal functions.

• Plese note this is not a call center customer service environment. Our Customer Service reps which report into this role will be assigned/ support specific customers/ territories. Customer Service Leaders supporting formal sales, manufacturing, or product teams within large manufacturing corporation highly preferred. 

ESSENTIAL FUNCTIONS: 

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 or Customer Logistic Service 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. 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.
• 3 + years of experience in customer service, contract administration or related experience.
• 1+ years of experience managing a team.
• Legally authorized to work in the United States without company sponsorship now or in the future. 
• 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. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee 

Preferred Qualifications:

• Previous experience supporting Manufacturing products / customers highly preferred. 
• 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.
• 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
• Customer service skills and aptitude.
• Must be able to travel up to 10% of the time
• Candidates residing within California or West Coast regional area.