Eaton’s IS AER FMC division is currently seeking a Senior Customer Service Representative. This position is a 3/2 hybrid (3 days in office, 2 days remote) role based out of our Irvine, CA facility.​

　　The expected annual salary range for this role is $88837.47 - $130294.96 a year. This position is also eligible for a variable incentive program.

　　Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

　　The Irvine facility has approximately 200 employees and is the Headquarters for Eaton Aerospace. This site makes the parts that bring jet fuel to and through thousands of aircraft every day.

　　The Senior Customer Service Representative (CSR) is responsible for coordinating across functional disciplines to achieve customer satisfaction and managing performance against customer requirements in accordance with contract obligations, terms, and conditions. The CSR ensures timely and effective customer communications internally and externally to fulfill contract obligations meeting quality and on-time delivery expectations. The is role is also responsible for developing and maintaining relationships that foster additional growth opportunities and up-sell products as an extension of the sales force.

　　What you’ll do:

　　Function as the primary point of contact for assigned customer related inquiries and represent the voice of the customer within the facility.

　　Perform contract review of all orders for customer requirements to ensure that orders are processed per negotiated requirements including importing and exporting requirements.

　　Accountable for ensuring that cross functional contractual customer obligations are flowed to the appropriate functions.

　　Ensure orders are entered into the ERP system and/or other support databases.

　　Ensure backlog alignment to customer orders and portal forecasts to facilitate accurate and timely SIOP demand planning.

　　Accountable for ensuring that the customer’s supplier web-based purchasing systems’ requirements are being fulfilled.

　　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.

　　Coordinate the internal activities of all departments involved in achieving customer commitments. Coordinates issue resolution by achieving a mutually acceptable solution between Eaton and the customer. Represent Eaton in delivering plant recovery plans.

　　Support and, as appropriate, lead in negotiating contract pricing, delivery, administrative requirements, and conditions ensuring compliance with Eaton’s policies, terms, and conditions from proposal through shipment.

　　Manage customer metrics and Customer Complaint Process; keep customer database updated with all activities and maintain all records for account responsibility.

　　Manage customer AOG situations with results. Adjudicate warranty on behalf of our customers within the organizational metrics.

　　Qualifications:

　　Required (Basic) Qualifications:

　　Bachelor’s degree from an accredited institution

　　Minimum of two (2) year of experience interfacing with customers.

　　Proficient in reading and writing English.

　　Strong digital literacy as it relates to Microsoft Excel, Outlook, Word, and PowerPoint.

　　No relocation benefit is being offered for this position. Only candidates that currently reside within 50 miles of the Irvine, CA facility will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.

　　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.

　　Preferred Qualifications:

　　Master's Degree from an accredited institution.

　　Customer service experience within the Aerospace Industry

　　Minimum six (6) years of customer service experience.

　　Strong experience with ERP/MRP systems (e.g., MFGPro).

　　Proficient in Adobe Reader.

　　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.

　　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 us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.

　　We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here (https://www.eaton.com/content/dam/eaton/company/careers/US%20Benefits%20updated%2010.24.22.pdf) for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.