Eaton's Electrical Sector Americas (ES-A) is currently seeking a Customer Service Leader - SCM to join the team. This is a remote role. Candidates must reside in the US to considered.
The expected annual salary range for this role is $108749.97 - $159499.96 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.
What you'll do:
The SCM Export Order Manager is responsible for managing the all Order Management teams & Specialists and overseeing the order to invoice process to meet all related E2E goals and objectives - ultimately facilitating the on time and in full execution of $4.6B sales to IC and End customers. (including businesses currently not in CoE scope). In the current business, and with new centralization and consolidation - Identify process simplification/standardization & optimization. The incumbent ensures and further develops and deploys the right service level to our Intercompanies in line with the company goals, and manages all export customers. Ensures that our customer shipping, packing, invoicing and related documentation requirements are continually met, understood and visible in the SCM centralized organization and related ERP system. Pro-active leading and guiding teams with CI activities. Develop a talent pool within the team and lead by example with an honest and transparent leadership style.
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Job Responsibilities
- Partner with SLS, Customers, PLMs to utilize historical data to better forecast the win rate for project bids utilizing the systems available (Bidman)
- Insource, centralize, and optimize SCM Order Management roles to CoE locations
- Ensure employees have the critical training to perform jobs and integrate new team members;
- Coaching, training and developing the Export Order management team in the region
- Generating KPIs related to CSR performance metrics, areas for improvement and allocation of resources in alignment with senior leaders in SCM
- Managing performance within the team along with annual appraisal for all team members in Talent Hub and ensure 1/1 and team meetings
- Developing processes and procedures to ensure consistent sales support and customer satisfaction with a positive CI approach
- Coordinating any quality issues with customers in alignment with the Quality Team and DC Ops team and ensure new deliveries to customers if needed
- Order to invoice processes for customers
- Order Management: ensure that all orders in our SC ERP SAP system visible either via EDI/Order Center or manually. Increase the level of EDI/Order centre orders yearly.
- Ensure cross-functinal cooperation, communication with key stakeholders and peers in the organization - CSO, Customer Care, Material Planning, Plants, Finance, Warehouse OPS, Logistics and project teams
- Handling escalations in alignment with CSO's, SAP allocations & Senior Management
- Driving on-time-delivery performance in line with customer and company goals
- Managing and responding to all requested customer order book changes (managing escalations / expectations to meet our goals)
- Be proactive in communicating order changes or delays to Sales / Customers
- Be part of several customer improvement projects and drive the success within your team
- Work self motivated and engaged on internal productivity to reduce waste in processes and automate where possible
- Be open minded for the new world of Digitalization and drive new ideas into the team based on market benchmark
Qualifications:
Required (Basic) Qualifications:
- Bachelor's degree from an accredited institution
- Minimum 7 years' leadership experience in Customer Service and/or Supply Chain
- SAP ERP software experience
- Must be legally authorized to work in the United States without company sponsorship now or in the future.
Preferred Qualifications:
- Experience with Business Warehouse and Daylight reporting
Skills:
Position Criteria:
- Up to 10% travel
- Strong negotiation skills
- High level of accuracy and attention to detail
- Strong motivation and mentoring skills
- Ability to communicate effectively and at all levels
- Strong focus on continuous improvement / process improvement
- Presenting and influential skills
The application window for this position is anticipated to close on 2/04/2025.
We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.
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.
To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.
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.