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Eaton · 1 day ago

Customer Service Manager Warranty & OEM

Galesburg, MI

Full-time

Onsite

Mid, Senior Level

$94K/yr - $105K/yr

5+ years exp

Eaton is a global power management company that provides energy-efficient solutions to help customers effectively manage electrical, hydraulic, and mechanical power. They are seeking a Customer Service Manager Warranty & OEM to manage customer relationships, oversee performance metrics, and ensure compliance with contractual terms while optimizing customer satisfaction.

Electric Vehicle

No H1B

Responsibilities

Manage all aspects of customer relationships and daily interactions. Implement, lead, or support customer action calls, customer visits, complaint resolution, etc. Execute the contractual terms through collaboration with pricings/sales for compliance

Expectation both Aftermarket, Warranty and manage OEM customers expectations keeping Past Due and OTD on track

Make sure any supply constraint is escalated through SCM Team with clear action plan

Develop an internal support plan to meet all customer performance expectations and requirements. Manage all performance measurements to optimize the customer’s perceptions. This includes customer scorecard reviews, resolving variances, and distribution of customer metrics throughout the organization

Support Order Management to ensure accurate and timely order processing and return material processing. Maintain knowledge and train others to navigate and manage customer websites and web-based portals to ensure the most efficient processes are deployed to maximize customer satisfaction

Support Accounts Receivable and Pricing team related to contested invoices and days sales outstanding metrics

Analyzes demand to ensure sufficient safety stock and strategic inventory levels for Eaton/ECJV purchasing items, to meet customer demand

Work closely and proactively with the plants on escalations, review and resolve shortage issues using Eaton's processes to meet customer orders without production impact

Work with other customer service and materials areas to drive OTD to the customer, identify potential problems, and work creatively to develop and implement sustainable solutions to improve service level

Develop and maintain countermeasures to address the root causes of gaps in order of entry processes

Reviewing and moving Mobile Power orders making sure customers are attended promptly

Build relationships with co-workers in all areas of the organization to focus on continuous process enhancement. Work toward the creation of a lean support culture in accordance with our overall division of lean objectives

Responsible for daily/weekly updates for past due and current orders; facilitate resolution by working with CSR and peers to execute past due orders to meet OTD expectations

Monitor, measure and drive performance improvement of the planning performance metrics

Operate with urgency when it’s needed to mitigate impact on our customers, able to maintain calm in stressful situations

Support customer escalations if necessary

Qualification

Customer Service LeadershipSupply Chain ManagementManufacturing OperationsAnalyzing DemandPerformance ImprovementTeam ManagementRelationship BuildingProblem SolvingCalm Under Pressure

Required

Bachelor's Degree from an accredited institution

5 years of Customer Service leadership within a Manufacturing, Supply Chain, and/ or Product support role

Previous experience managing a small team

Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc

Must be legally authorized to work in the United States without corporate sponsorship now or in the future

Relocation is not available. Candidate must reside within 50 miles of Southfield MI, Galesburg MI, or Marshall MI

Preferred

Bachelor's Degree in Supply Chain/Materials Management

Aftermarket, Warranty and management of OEM customers

Previous experience in Manufacturing Supply Chain Operations

Previous experience Analyzing demand to ensure sufficient safety stock and strategic inventory levels for Eaton/ECJV purchasing items, to meet customer demand

Previous experience reviewing and resolving shortage issues to meet customer orders without production impact

Past Work with other customer service and materials areas to drive OTD to the customer, identify potential problems, and work creatively to develop and implement sustainable solutions to improve service level

Developing and maintaining countermeasures to address the root causes of gaps in order of entry processes

Relationships building with co-workers in all areas of the organization to focus on continuous process enhancement. Work toward the creation of a lean support culture in accordance with our overall division of lean objectives

Daily/weekly updates for past due and current orders; facilitate resolution by working with CSR and peers to execute past due orders to meet OTD expectations

Ability to drive performance improvement of the planning performance metrics

Ability to Operate with urgency when it's needed to mitigate impact on our customers, able to maintain calm in stressful situations

Ability to work on customer escalations if necessary