Eaton’s IS AER FMC division is currently seeking a Customer Service Representative.  This position will be located at our Grand Rapids, MI facility.

The Customer Service Representative (CSR) is responsible for coordinating across functional disciplines to achieve customer satisfaction. In this role, you will manage performance against customer requirements in accordance with contract obligations, terms and conditions. The Customer Service Representative also ensures timely and effective customer communications internally and externally to fulfill contract obligations, meeting quality, cost, and on-time delivery expectations. Additionally, the CSR will develop and maintain relationships that foster additional growth opportunities.

The expected annual salary range for this role is $63749.97 - $93499.96 a year.  

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. 

•    Function as primary focal point of contact for assigned customer related inquiries and represents the voice of the customer within the facility.
•    Perform contract/purchase order reviews of all orders for customer requirements, to ensure orders are processed per negotiated requirements including importing and exporting requirements.
•    Ensure orders are received into the ERP system and/or other support databases.  Accountable for ensuring demand alignment. Perform order entry demand alignment as required.
•    Ensure 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.
•    Maintain a fundamental understanding of regulatory processes around Aerospace and Export Controls and assures compliance with all export control regulations- ITAR.
•    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.
•    Support the internal activities of all departments involved in achieving customer commitments.
•    Support in negotiating contract pricing, delivery, administrative requirements and conditions ensuring compliance with Eaton’s policies, terms and conditions from proposal through shipment.
•    Support Customer Metrics - Customer Complaint Process and keeps customer database updated with all activities and maintains all records for account responsibility.
•    Maintain a basic knowledge of FAA requirements for repair and PMA purchases and of CAS/TINA requirements.
•    Assess current practices for continuous process improvements.

Required (Basic) Qualifications:
•    Bachelor’s degree from an accredited institution with a minimum of three (3) years experience in customer service OR Associate’s degree from an accredited institution with a minimum of six (6) years experience in customer service.
•    Must be legally authorized to work in the United States without company sponsorship, now or in the future. 
•    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.
•    No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of Grand Rapids, MI will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.

Preferred Qualifications:
•    Minimum of one (1) year aerospace experience.
•    Minimum of one (1) year direct sales experience.
•    Proficiency in Microsoft Office products.

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Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.

You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

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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 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.