Senior Customer Services Representative

Overview

In this role, you will manage a nominated group of business customers as the primary interface, driving regular reviews and ensuring order books are accurate and delivered on time. You will coordinate with the supply chain to meet customer requirements, while applying commercial awareness to exceed expectations. You will work closely with cross-functional teams to resolve issues and support continuous improvement. This role offers the chance to shape customer success within a global aerospace leader and grow through Eaton University.

Pay / Benefits

• Competitive compensation and benefits package
• Learning and development opportunities via Eaton University
• Wellbeing and safety focus
• Internal promotion opportunities
• Dynamic, collaborative team environment

Responsibilities

• Own and manage assigned customer order books, ensuring promise dates and data integrity
• Conduct contract reviews to enter orders in ERP and relevant systems, including export requirements
• Negotiate priorities with customers, plant and supply chain; expedite urgent orders
• Lead customer communications, regular reviews, and off-site meetings as needed
• Produce and communicate customer performance metrics; escalate issues to leadership
• Forecast at part-number level within Eaton’s SIOP process; capture demand signals
• Process RFQs with Pune Support; resolve invoice disputes within KPIs
• Ensure compliance with export controls and ITAR; support licenses applications
• Support contract pricing, delivery terms, and policy compliance
• Participate in site-wide process improvement and 5S practices
• Handle customer web-based purchasing requirements where applicable
• Manage monthly OTD and sales budget awareness
• Attend Tier meetings and report/escalate issues as required

Key requirements

• Bachelor’s Degree or HNC/HND or demonstrable work experience
• Good ERP knowledge, ideally MFGPro
• Proficient in Microsoft Office
• Understanding of Supply Chain, Demand Management, Purchasing and Engineering
• Basic understanding of Trade Compliance including ITAR
• Strong presentation and communication skills
• Experience interfacing with customers

• Customer-centric mindset
• Ability to work in a team and on own initiative
• Strong problem solving under pressure
• ERP systems (ideally MFGPro)
• Microsoft Office suite (Excel, PowerPoint, Outlook, Word)
• Understanding of SIOP and forecasting

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