Senior Customer Service Representative (Dallas, TX)

| Dallas-Fort Worth, TX
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Eaton's Aerospace Group, Fuel Motion Control Systems Division is currently seeking a Senior Customer Service Representative to join our team. This is a hybrid role based within 50 miles of our Fort Worth, TX Facility.

Position Overview:

The Senior Customer Service Representative will coordinate across functional disciplines to achieve customer satisfaction and manage performance against customer requirements in accordance with contract obligations, terms and conditions. This role ensures timely and effective customer communications internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery expectations. The Senior Customer Service Representative develops and maintains relationships that foster additional growth opportunities and up-sell products as an extension of the sales force.

Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It's where bold, bright professionals like you can reach your full potential-and where you can help us reach ours.

In this function you will:
  • Maintain accountability for Customer Care Center customer direct responses including calls, emails, Aircraft on Ground (AOG's) and proper routing of any technical support needs.
  • Support the management of the Warranty Claims process.
  • Be accountable for managing Fuel Motion Control (FMC) Distributors' order processing through Order Center.
  • Support FMC sites with customer service overflow tasks.
  • Support cross-functional teams with key customer reviews.
  • Be accountable for assuring compliance with all export control regulations- ITAR.
  • Support the management of customer scorecards and the Digital Customer Experience Manager as needed.
  • Perform contract review of all orders for customer requirements to ensure that the Associate Representative (i.e., Order Administration) is processing orders per negotiated requirements including importing and exporting requirements.
  • Represent the company at customer review meetings (on and potentially at off-site meetings).
  • Provide continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer in anticipation of customers' needs.

When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we - as individuals and as a company - are stronger.

Qualifications

Required (Basic) Qualifications:
  • Bachelor's Degree from an accredited institution.
  • Minimum three (3) years' experience interfacing with aerospace customers.
  • 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.
  • Must be authorized to work in the United States without company sponsorship now or in the future.
  • No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of the Fort Worth, TX facility will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.

Preferred Qualifications:
  • Manager of people experience.
  • Experience in an aerospace manufacturing environment.
  • Experience with SAP.


What you'll get from us:

We provide benefits that are industry competitive and focused on employee well-being. Listed below are programs that are offered globally, but program availabilities may vary by site.
  • Flexible work options to help balance work/life demands (at participating Eaton sites)
  • Healthcare/retirement savings programs
  • Competitive compensation packages to reward skills and performance
  • Tuition assistance or financial help for ongoing learning and development
  • Health, Dental, Vision & Wellness programs
  • Donation matching (U.S., Canada, Puerto Rico)


#LI-EW1

Eaton considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call 412-893-3600 or send an email to: [email protected]

What you will get from us

Eaton's mission is to improve the quality of life and the environment through the use of power management technologies and services. We provide sustainable solutions that help our customers effectively manage electrical, hydraulic and mechanical power - more safely, more efficiently and more reliably. Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each day. It's where bold, bright professionals like you can reach your full potential-and where you can help us reach ours. Eaton's 2020 revenues were $17.9 billion, and we sell products to customers in more than 175 countries. We have approximately 85,000 employees.

We make work exciting, engaging and meaningful for our employees through our dedication to tackling some of the toughest power management challenges on the planet and by never losing sight of what matters. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We pledge to always foster a diverse and inclusive environment, including inclusion resource groups that bring together employees who share a common purpose, interest or background. In the past year, our company has received top employment recognition by the Human Rights Campaign and almost fifty percent of our Board of Directors represented diverse groups. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we - as individuals and as a company - are stronger.

We have demonstrated our passion for sustainability with the recent announcement of cutting carbon emissions from the company's operations by at least 50 percent by 2030. We are ethical, passionate, accountable, efficient, transparent and committed to learning. We are confident we can deliver on our promise to improve the quality of life and the environment because of the attributes that our employees embody.

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Job: Sales

Region: North America - US/Puerto Rico
Organization: AER FMC Fuel Motion Control Systems

Job Level: Individual Contributor
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes - Hybrid
Does this position offer relocation?: No
Travel: Yes, 10 % of the Time
More Information on Eaton
Eaton operates in the Energy industry. The company is located in Syracuse, NY, North Charleston, SC, Glendale Heights, IL, Tualatin, OR, Shawnee, OK, Raleigh, NC, Fayetteville, NC, Smyrna, GA, Arden, NC, Moon Township, PA, Beachwood, OH, Cleveland, OH, Southfield, MI, Grand Rapids, MI, South Bend, IN, Menomonee Falls, Village of, WI, Eden Prarie, MN and Mountain Home, AR. Eaton was founded in 1911. It has 51594 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 243 open jobs at Eaton, click here.
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