Customer Service Representative Job in Bethel 06801, Connecticut US
Primary Function:
Coordinate across functional disciplines to achieve customer satisfaction. Manage performance against customer requirements in accordance with contract obligations, terms and conditions. Ensure timely and effective customer communications internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery expectations. Develop and maintain relationships that foster additional growth opportunities.
Essential Functions:
A. Functions as primary focal point of contact for assigned customer related inquiries and represents the voice of the customer within the facility.
B. Performs contract review of all orders for customer requirements to ensure that the Associate Representative (i.e., Order Administration) is processing orders per negotiated requirements including importing and exporting requirements.
C. Accountable for ensuring orders are received into the ERP system and/or other support databases. Accountable for ensuring demand alignment.
D. May perform Order Administration, order entry demand alignment as required.
E. Accountable for ensuring that the customer’s supplier web-based purchasing systems’ requirements are being fulfilled. Interface with Associate Representative (i.e., Order Administration) to ensure customer requirements are met and completed. Interface with customer to mitigate exceptions to meeting customer requirements.
F. Assures compliance with all export control regulations- ITAR.
G. Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer in anticipation of customers’ needs.
H. Supports the internal activities of all departments involved in achieving customer commitments.
I. Assesses market channel delivery options (direct or through distribution) through pre-defined criteria.
J. Supports in negotiating contract pricing, delivery, administrative requirements and conditions ensuring compliance with Eaton’s policies, terms and conditions from proposal through shipment.
K. Supports Customer Metrics - Customer Complaint Process and keeps customer database updated with all activities and maintains all records for account responsibility.
L. Basic knowledge of FAA requirements for repair and PMA purchases.
M. Basic knowledge of CAS/TINA requirements.
N. Basic knowledge of D-Trade requirements.
O. Assesses current practices for continuous process improvements.
Basic Qualifications:
Bachelor Degree from an accredited institution required.
1 year of Customer Service experience.
Must be legally authorized to work in the United States without company sponsorship.
Position Criteria:
Proactive sense of urgency in providing the best service possible.
The ability to process large volumes of daily phone calls, e-mails and customer requests while monitoring supplier web sites for orders and updates.
Strong verbal and written communication.
Preferred Qualifications:
Experience in an Aerospace manufacturing facility.
