Sr. Customer Service Representative

About the role

Eaton’s IS AER FED division is seeking a Sr. Customer Service Representative in Tijuana, Baja California. The role manages business interactions and relationships between customers, operations teams, and other key functions to ensure customer satisfaction. It also coordinates with other Fluid and Electrical Distribution (FED) locations supported by the Customer Service team to provide “one voice to the customer,” and supports program execution for development, low rate, and full rate production programs.

Responsibilities

• Manage daily delivery status communication between Tijuana plant operations and the third-party customer, in collaboration with the Eaton Account Management team.
• Participate in customer action calls, maintain line of balance and milestone charts, and facilitate customer visits.
• Develop an internal support plan for customer delivery and quality performance expectations and requirements.
• Support high importance customer engagement teams, Program Management reviews, and rate readiness reviews, as applicable.
• Track high priority parts through production until delivery and elevate concerns to Operations Management through daily production meetings.
• Understand executed contract terms for assigned customers in collaboration with the Eaton Account Management team.
• Plan and justify customer visits, negotiate agendas, follow up and resolve obstacles, tailor communication to the audience, handle escalations without leadership involvement, and refer customers to peers outside the assigned site if needed.

Requirements

Qualifications: Basic...

Datos clave

• Coordinates customer delivery status communication with Tijuana plant operations and a third-party customer.
• Supports program execution for development, low rate, and full rate production programs.