Customer Service Senior Account Manager
Business Function Marketing and Sales
Division Conveyance Systems Division
Job Description Eaton Corporation in Jackson, Michigan is seeking a Senior Customer Service Account Manager for our East Avenue Facility.
This role will function as the primary focal point between our Key Strategic customers and Eaton. Primary goal is to increase sales and maximize customer satisfaction by ensuring we meet our commitments. Support program execution for development, low rate, and full rate production programs. Coordinate cross functionally with other departments to ensure consistent communications.
The essential functions of the position are:
A. Manage Key/Strategic customers to ensure targeted growth objectives are achieved. Analyze Sales and Intake monthly for trends; work with customers to forecast intake and initiate new business opportunities.
B. Develop an internal support plan to meet all Key/Strategic Customer performance expectations and requirements.
C. Coordinate all inquiries and communication between the Eaton and the Customer. Complement the initiatives of the outside sales team through coordinated teamwork to achieve overall growth targets.
D. Team with Customer Service Representatives to manage orders and quotes; identify opportunities for long term contracts.
E. Manage performance scorecards to optimize the customer's perceptions. Includes review, resolving variances, and distribution of customer metrics throughout the organization.
F. Conduct necessary analysis to understand market and customer trends. Prepare presentations to create support, understanding, and awareness to the organization.
G. Maintain knowledge and train others to navigate and manage customer websites and web based portals to assure the most efficient processes are deployed to maximize customer satisfaction.
H. Coordinate supplier managed Programs via the Prolaunch process
I. Visit the customer onsite, and manage all plant visits by the customer.
J. Utilize the customer complaint process for all significant customer concerns and follow up for resolution.
K. Pursue customer supplier awards and coordinate with Sales team and Quality Management to submit applications
L. Proactively monitor customer delivery schedules and track critical shortages. Team with Supply Chain Management to expedite urgent customer needs.
M. Manage Long Term Agreement process including participation in strategy and negotiation.
N. Know and apply all contract terms for assigned customers; develop and maintain LTA executive summaries for other team member's use. Identify and track issues to be changed during the next negotiation.
O. Proactively monitor customer delivery schedules and track critical shortages. Team with Supply Chain Management to expedite urgent customer needs.
P. Authorize return material, address contested invoices and apply fees per policies.
Q. Analyze and Problem solve customer specific performance issues
R. Partner with Division and Aerospace outside sales/account management team on the annual customer survey process to capture concerns and assign appropriate actions to improve customer relationships.
S. Other duties as assigned by the Customer Service Team.
Basic Qualifications (Including Educational Requirements) Required Qualifications:
- Bachelor''s degree from an accredited institution required
- Minimum of 3 years work experience in customer service, sales or business field required
- 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
- MBA or Master''s degree from an accredited institution preferred
- Computer literate with competency in Microsoft Office software programs and customer web-based maintenance systems
- Good judgment, logic, resourcefulness and creative abilities
- Sound teaming skills
- Demonstrated leadership ability
- Excellent interpersonal skills
- Knowledge of continuous improvement, problem solving, and lean
Region North America - US/Puerto Rico
Country United States
City Jackson, MI
Employee category Regular
Level Minimum 3 Years
Travel Required Up to 25 percent
Relocation benefit provided? Yes (US/PR Only)