Customer Service Account Manager

Eaton’s IS AER FED division is currently seeking a Customer Service Account Manager. This position will be located at our Rumford, RI facility.

The Customer Account Manager will be the primary point of contact for assigned customers—helping ensure orders and contractual requirements are met while delivering a consistently strong customer experience. In this role, you will coordinate across internal teams to support quality, cost, and on-time delivery expectations, communicate order status proactively, and build relationships that strengthen customer loyalty and identify growth opportunities.

The expected annual salary range for this role is $69000 - $101000 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

• Serve as the primary point of contact for assigned customer inquiries and represent the voice of the customer within the facility.
• Review contracts and orders to confirm customer requirements are understood and processed correctly, including export requirements.
• Support demand alignment to help ensure customer needs are met.
• Ensure customer portal requirements are fulfilled.
• Help ensure compliance with export control regulations (ITAR / Commerce), as applicable to the role.
• Provide proactive updates on order status throughout the production cycle, anticipating customer needs.
• Coordinate and support contract pricing, delivery, and administration requirements from proposal through shipment, ensuring alignment with company policies and terms and conditions.
• Prepare quotations and longer-term agreement pricing for legacy business.
• Partner closely with operations support, engineering, and sales/marketing to deliver on customer commitments.
• Provide backup support for Customer Service and take on other duties as assigned.
• Coordinate cross-functional efforts to meet customer commitments and support issue resolution through mutually acceptable solutions, including communicating plant recovery plans when needed.
• Assess delivery options across market channels (direct or through distribution).
• Manage customer metrics and the customer complaint process; keep customer records and databases up to date and support performance improvement initiatives.
• Identify opportunities for continuous process improvement in customer support and order administration practices.
• Support finance and sales activities in meeting targets.
• Coordinate and support customer visits (travel up to 5%).
  
  
  

Qualifications

Required (Basic) Qualifications:

• Bachelor’s degree from an accredited institution with a minimum of two (2) years experience in customer service, sales, or other related field OR High School Diploma/GED from an accredited institution with a minimum of four (4) experience in customer service, sales, or other related field.
• Must be legally authorized to work in the United States without company sponsorship, now or in the future.
• This position requires access to export-controlled information. To conform to U.S. Government export regulations applicable to that information, applicant must be a U.S. person, defined as a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (green card holder), (iii) refugee under 8 U.S.C. 1157, or (iv) asylee under 8 U.S.C. 1158.
• No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of Rumford, RI will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.
  
  
  

Preferred Qualifications

• Experience supporting the aerospace industry.
• Experience working with export-controlled programs and documentation.
• Experience with continuous improvement methods and customer metrics/complaint management.
  
  
  

Skills

• Proficiency with Microsoft Excel, Outlook, and PowerPoint.
• Experience with MRP/ERP and customer or order management systems (e.g., MFGPro, Siebel).
• Working knowledge of contract language and standard terms and conditions.
• Basic understanding of accounting principles.
• Forecasting and demand planning fundamentals.
• Understanding of manufacturing processes and shop-floor workflow.
• Strong organization, attention to detail, and time management; consistent follow-through.
• Ability to learn and apply new concepts and follow detailed work instructions.
• Clear verbal and written communication, including presenting to internal and external partners.
• Data analysis skills and comfort working in a fast-paced environment.
  
  
  

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 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.