This role leads the Customer Service (CS) team, responsible for managing both OEM and Aftermarket customer base across both Titchfield and South Molton sites. Managing customer expectations against plant commitment, acting as senior point of escalation both internally and externally, delivering business strategy, including acting as the voice of the customer internally to align and drive the site to deliver to customer requirements.
Direct Customer Management:
-Senior point of escalation at site level for all customers (delivery concerns and discrepancies, etc.)
-Key decision maker and action leader for ad hoc escalated customer requests
-Support in negotiating contract pricing, delivery, and conditions ensuring compliance with Eaton’s policies, terms and conditions from proposal through to shipment. Includes some direct decision-making ability for business decisions in front of the customer.
Leader of People responsibilities:
-Coaching of teams to fill in gaps in both soft (e.g. diplomatic communications even without firm answer) and hard skill (e.g. cross-functional processes)
-Strong and adaptable leadership skills to manage a diverse team of different personalities and preferred working styles, while maintaining positive working relationships.
-Adequately manage expectations of site team, while ensuring team is held accountable for direct CS scope
Site Responsibilities:
-Provide support and direct guidance to site SIOP process based on direct customer feedback, as well as inferred customer/program knowledge
-Owner of all customer facing scope, including ensuring backlog accuacy, flow down to site of customer tools (portals, shipping directions, etc.)
-Engage in site wide leadership initiatives, assessing current practices for continuous process improvements
-Ensure audit compliance with all relevant and appropriate business procedures
Strategic & Functional responsibilities:
-As the site CS leader, knowing when and how to escalation to Division and even further based on customer behavior, severity of situation, etc.
-Balancing customer requirements with business needs, especially when there is conflicting priority
-Very strong problem solving skills
-Keen understanding of evolving customer details such as platforms supported, general contractual obligations, known customer behaviors, general risks, etc.
-Understanding of regulatory processes around Aerospace industry and Export Controls assuring compliance support with all export control regulations, including ITAR"
