Senior Customer Support Rep

Senior Customer Support Rep

Eaton Titchfield, England, United Kingdom

About

Would you like to make a difference to the environment? Do you want to work for a global and ethical company? Join us and help us provide energy-efficient solutions that make a real impact. We make what matters work. To find out more about us check: 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.

Responsibilities

• Act as the primary point of contact for customers, leading conference calls, business reviews, and order book reviews.
• Manage assigned customer order books, ensuring Promise Date accuracy, data integrity, and timely order entry into relevant systems; address order arrears and expedite urgent orders.
• Negotiate order priorities with customers, plant, and supply chain, and manage burndown plans in collaboration with the supply chain.
• Produce and communicate customer performance metrics, elevate issues when necessary, and attend Tier meetings to report concerns.
• Forecast and manage anticipated customer demand at part number level, process quotation requests, and resolve invoice disputes within KPI targets.
• Fulfil customer web-based purchasing system requirements, support contract negotiations, and ensure compliance with Eaton’s policies and industry regulations, including export controls and licensing.
• Support achievement of monthly OTD/sales budget targets, adhere to business procedures and plant 5S policy, implement standard work practices, and contribute to continuous process improvements and leadership initiatives.
• Provide cover for Customer Services Manager, Team Leaders, and other team members as required, and undertake additional tasks within capability, with training provided where necessary.

Qualifications

• Bachelor’s Degree, 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

• 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 OE/Spares/Aftermarket/Repair business principles.
• Experience of forecasting, SIOP and the impact on supply chain.
• Negotiation skills.
• Contractual Ts and Cs.
• Knowledge of SharePoint.
• A demonstrable understanding of aerospace applications, products and designs.

What We Offer

• Competitive compensation and benefits package.
• Challenging projects in dynamic collaborative team.
• Great company benefits.
• We make your aspirations matter – Eaton encourages internal promotion, whenever possible.
• We make your growth matter – We invest in our employees for the long term – not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University.
• We make your contributions matter – reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people’s lives and the environment through power management technologies.
• We make your wellbeing matter – We put your health and safety first. Wellness at Eaton is more than a program, it’s about changing the environment by offering the right tools to help empower employees to make that happen.

The successful applicant will be in contact with US ITAR controlled technology, goods and information. As a condition of employment, employees with access to US ITAR controlled technology and goods may be required to undergo an additional screening process as part of the recruitment process.

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, color, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Appliances, Electrical, and Electronics Manufacturing

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