At a Glance
- Tasks: Manage customer relationships and ensure orders are processed efficiently.
- Company: Eaton, a global leader in aerospace fuel systems, located in Titchfield.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Other info: Exciting opportunities for continuous improvement and professional development.
- Why this job: Join a transformative aerospace company and make a real impact on customer satisfaction.
- Qualifications: Bachelor's degree or relevant experience; strong communication and ERP skills.
The predicted salary is between 40500 - 49500 £ per year.
Currently located in Titchfield, Hampshire, Eaton's Aerospace business stands as a global leader in aerospace fuel systems.
Our site is undergoing a significant and exciting transformation as we relocate to a newly constructed facility in Daedalus.
This state-of-the-art site will serve as the Centre of Excellence for aerospace manufacturing across Europe, marking a new era of innovation and excellence.
We pride ourselves as a premier supplier of fully integrated fuel systems for fixed and rotary-wing aircraft.
We boast extensive fuel and air system test facilities, facilitating comprehensive testing across a range of conditions with various fuel types
What you'll do
This role is working as a member of the customer service team responsible for managing a nominated group of business customers.
Key functions include managing the customer relationship acting as primary customer interface, leading regular customer business reviews and to manage, monitor and report on their associated order book, including driving the supply chain to deliver to customer requirements.
The role will require a motivated and ambitious individual capable of working within a team, whilst also taking ownership and be accountable for their assigned customer portfolio.
The primary objective is to ensure customer expectations are exceeded and to manage and progress customer orders efficiently, employing commercial awareness practices.
Customer relationship management
- Primary point of contact and interface with the customer (specific to function/segment requirements, ie Repairs, OE, Military, Commercial)
- Lead regular conference calls with key customers and lead customer business reviews (potentially off-site meetings)
- Communicate and hold regular customer order book reviews.
Order book management
- Own assigned customer order books in terms of Promise Date accuracy and general data integrity
- Perform contract review of customer requirements to ensure orders are entered into the ERP system and/or other support databases, as per negotiated requirements (including Export requirements)
- Manage order arrears to assigned customers and manage drive burndown plan with supply chain.
- Negotiate order priorities with customers, plant and supply chain.
- Expedite urgent customer orders internally to elevate critical issues.
Reporting
- Produce, monitor and communicate customer performance metrics internally and externally.
- Communicate and elevate customer issues to functional internal/leadership teams where appropriate.
- Attend Tier meetings as and when required to report and raise issues.
- Obtain and understand anticipated customer demand signals, owning business forecasting at part number level for assigned customer portfolio, as part of Eaton's SIOP process.
Administration
- Process requests for quotations received from customers with Pune Support.
- Investigate and resolve invoice disputes within set KPI measures.
- Where applicable, accountable for ensuring customer's supplier web-based purchasing systems requirements are fulfilled.
- Support in negotiating contract pricing, delivery, administrative requirements and conditions ensuring compliance with Eaton's policies, terms and conditions from proposal through shipment.
General responsibilities
- Fundamental understanding of regulatory processes around Aerospace industry and Export Controls and assures compliance with all export control regulations, including ITAR, as well as being responsible for applying for export licenses on UK government portal.
- Be aware of and assist where possible in achieving monthly OTD/sales budget targets.
- Be aware of and ensure compliance with all relevant and appropriate business procedures.
- Implement Eaton Standard Work practices as dictated by Commercial and Plant Leadership
- Engage in site wide leadership initiatives, assessing current practices for continuous process improvements.
- Adhere to plant 5S policy.
- Individuals may be required by the company to perform other tasks, not included above, but within the capabilities of the individual - training will be given where required.
Qualifications
- Bachelor's Degree from an accredited institution, HNC/HND, or demonstrable work experience
- GCSE/O-Level in Maths and English as well as other academic qualifications, (further GCSE/O Level/A Levels)
Essential Skills/Knowledge
Skills
- A good knowledge of ERP systems, ideally MFGPro.
- Proficient in Microsoft, ie, Excel, Powerpoint, Outlook, Word.
- A good understanding of Supply Chain, Demand Management, Purchasing and Engineering, to aid problem solving and export licence determination.
- Basic understanding of UK/EU/US Trade Compliance including ITAR.
- Good Presentation Skills
- Effective communication skills (verbal and written)
- Experience of interfacing with customers
Desirable Skills/Knowledge
- Understanding of Aftermarket/Repair business principles
- Experience of forecasting, SIOP and the impact on supply chai
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Senior Customer Services Representative in Hedge End employer: Eaton
Eaton is an exceptional employer in the Greater London area, offering a dynamic work culture that fosters innovation and collaboration. As an Electrical Design & Engineering Lead, you will not only have the opportunity to mentor and develop your team but also engage in meaningful projects that shape the future of data centres. With a strong emphasis on employee growth and a commitment to design excellence, Eaton provides a rewarding environment for professionals looking to make a significant impact in their field.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Services Representative in Hedge End
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Eaton. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Eaton before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Services Representative in Hedge End
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Eaton:Your cover letter is your chance to shine! Tell us why you want to work at Eaton specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Eaton!
How to prepare for a job interview at Eaton
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
