Senior Customer Support Rep

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 requires a motivated and ambitious individual capable of working within a team, whilst also taking ownership and being 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, escalating 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, and other academic qualifications.

Essential Skills/Knowledge

• Good knowledge of ERP systems, ideally MFGPro.
• Proficient in Microsoft Office (Excel, PowerPoint, Outlook, Word).
• 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 and effective verbal/written communication skills.
• 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 and understanding of contractual terms and conditions.
• Knowledge of SharePoint.
• Demonstrable understanding of aerospace applications, products, and designs.

Location

Currently located in Titchfield, Hampshire, Eaton\’s Aerospace business stands as a global leader in aerospace fuel systems.

Competitive Compensation & Benefits

• Competitive compensation and benefits package.
• Challenging projects in a dynamic collaborative team.
• Great company benefits, including wellness and health & safety focus.
• Opportunity for internal promotion and professional development through Eaton University.