At a Glance
- Tasks: Manage customer relationships and ensure their needs are met efficiently.
- Company: Join a leading aerospace company transforming the industry in a state-of-the-art facility.
- Benefits: Enjoy competitive pay, wellness benefits, and opportunities for professional growth.
- Other info: Dynamic work environment with excellent career advancement opportunities.
- Why this job: Be part of an innovative team making a real impact in aerospace manufacturing.
- Qualifications: Bachelor’s degree or relevant experience; strong communication and ERP skills required.
The predicted salary is between 36000 - 60000 £ per year.
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.
Senior Customer Support Rep in Gosport employer: Eaton
Eaton's Aerospace business in Titchfield offers an exceptional work environment, characterised by a commitment to innovation and excellence in aerospace manufacturing. Employees benefit from a competitive compensation package, a focus on wellness and health & safety, and ample opportunities for professional development through Eaton University, fostering a culture of growth and collaboration. Join us at our state-of-the-art facility, where your contributions will directly impact the future of aerospace fuel systems.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Support Rep in Gosport
✨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 Support Rep in Gosport
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.
