Customer Service Manager
Eaton · Redditch
At Eaton’s Lakeside facility, we don’t just manufacture components—we engineer precision. As a global leader in conveyance systems for the aerospace and defense industry, our site delivers mission-critical hoses, couplings, ducting, and sealing solutions that power some of the world’s most advanced aircraft. This is where innovation meets reliability, and where every product plays a role in keeping fleets airborne and operations secure.
What you’ll do:
Lead the Lakeside customer service team and manage its overall performance. Coach and support team members in executing customer service initiatives that maximize customer satisfaction, increase sales, reduce cycle time and cost, improve quality, and strengthen cross-functional collaboration to ensure effective customer advocacy.
- Supervise 4 customer account managers; train, coach, and mentor the team on customer service procedures and policies.
- Provide overall customer management, including contract review and interpretation, accurate and timely order entry, order status communication, and administration of customer returns.
- Collect and analyze data to develop customer-specific pricing, price lists, and long-term agreement offers.
- Prepare quotations and long-term agreement submissions for legacy business; manage quotation turnaround time and capture rate.
- Analyze trends and report on intake, forecast accuracy, performance gaps, and low- or negative-margin parts.
- Provide continuous customer feedback on order status throughout the production cycle.
- Work closely with cross-functional teams to determine and communicate customer and order updates.
- Maintain customer service databases, files, records, and performance metrics.
- Ensure customer website and portal purchasing-system requirements are fulfilled.
- Provide backup coverage for the Customer Service Team and perform other assigned duties when necessary.
- Support collection activities and manage applicable export-control requirements.
- Support customer visits, with travel of up to 10%.
Qualifications:
- Bachelor's degree from an accredited institution
- Minimum five years of experience in a customer-facing role
- Minimum one year of supervisory experience
Skills:
• Ability to meet UK. export-control access requirements applicable to the role
- Leadership and interpersonal skills
• Strong leadership, coaching, and team-development skills
• Ability to build and sustain a high-performance team
• Clear communication and the ability to create urgency and commitment around team goals
• Excellent interpersonal and communication skills
Systems and functional knowledge
• Microsoft Office proficiency
• MRP-system competency
• Customer web-based portal competency
• Contract review and interpretation
• Customer-specific pricing, quotations, long-term agreements, order administration, returns, collections, forecasting, and performance reporting
What we offer:
- Competitive compensation and benefits package
- Challenging projects in dynamic collaborative team
- Great company benefits
- We make your aspirations matter – Eaton encourages internal promotion, whenever possible
- We make your growth matter - We invest in our employees for the long term – not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University
- We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people’s lives and the through power management technologies
- We make your wellbeing matter – We put your health and safety first. Wellness at Eaton is more than a program, it’s about changing the environment by offering the right tools to help empower employees to make that happen
All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws.
We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.