Account Manager

The Customer Account Manager plays a critical role in delivering exceptional customer experience and strengthening operational performance within the Customer Service organization.

Requirements

• Serve as the primary point of contact for assigned customers, preparing consistent customer communications, arranging visits, managing weekly customer reviews, and collecting and sharing feedback.
• Oversee the end-to-end order process by partnering with the Global Supply Chain CoE to ensure accurate quotations and timely resolution of order entry errors, and by providing proactive order status communication, coordinating demand changes with planning, and managing customer return processes.
• Manage customer performance scorecards, resolve performance variances, communicate progress to internal stakeholders, and ensure corrective and preventive actions are aligned with scorecard results.
• Proactively identify and communicate customer escalations with internal stakeholders.
• Provide guidance to account managers and other cross functional team members on Eaton processes and systems to strengthen team capabilities.
• Partner with contracts management, pricing, sales, and accounts receivable teams to ensure full compliance with customer contracts by monitoring contract performance, tracking delivery requirements, resolving contested invoices, and providing justification or disputing customer claims.
• Manage and maintain customer portal data, ensuring accuracy, visibility, and the implementation of process improvements where needed.
• Lead customer service activities for new program development, ensuring requirements are understood, documented, and executed.

Benefits

• Health and Welfare benefits
• Retirement benefits
• Paid time away from work
• Unpaid time away from work