Oscar Chavez
Site Customer Service Leader @Eaton
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WORK HISTORY
Site Customer Service Leader @Eaton
Los Angeles, CA, US
Lead and develop a high-performing Customer Service team, managing both OEM and Aftermarket customer bases, ensuring the alignment of customer expectations with plant commitments.• Serve as the senior escalation point for all customer concerns, including delivery issues, pricing, contract negotiations, and business reviews, ensuring customer satisfaction and adherence to company policies.• Oversee customer order processing, ensuring compliance with customer requirements, including pricing, payment terms, and export regulations (ITAR), while driving the accuracy of order management and customer deliverables.• Act as the voice of the customer internally, collaborating with cross-functional teams (sales, product, support, etc.) to drive operational efficiency, improve customer outcomes, and influence continuous product and process improvements.• Monitor and analyze customer success metrics, including KPIs, NPS, renewal rates, and adoption, implementing strategies to enhance customer retention, satisfaction, and long-term partnerships.
EDUCATION
California State University, Northridge
BS, Business Management
ABOUT OSCAR CHAVEZ
With over 20 years of experience in customer service, leadership, and contract administration within the aerospace and manufacturing sectors, I have built a strong reputation for driving customer service excellence, operational efficiency, and strategic growth. I am skilled in managing complex customer relationships, leading high-performing teams, and ensuring compliance with export regulations and contractual obligations.My expertise spans customer service operations, demand management, contract administration, pricing negotiations, export compliance, and driving business strategies. I have a proven track record of negotiating contracts, managing pricing strategies, and aligning profit plans with operational goals. I consistently deliver on key performance targets while maintaining customer satisfaction and business alignment.Passionate about continuous improvement and team development, I am committed to fostering a culture of accountability, compliance, and operational excellence, creating long-term value for both customers and the organization.
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