Eaton’s IS AER ITD division is currently seeking a Customer Service Representative.
What You’ll Do
PRIMARY FUNCTION:
The Customer Service Representative is responsible for managing business interactions and relationships with customers. Achieve customer satisfaction, manage performance against customer requirements in accordance with contract. Serve as a primary communication internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery as well as additional growth opportunities and strengthen customer loyalty.
Essential Functions
- Serve as the primary source of contact for assigned Customers related inquiries and represent the voice of the Customers.
- Manage all aspects of the Customer relationship and daily interactions.
- Support Order Management to ensure accurate and timely Order processing and returns.
- Understand all executed contract terms for assigned Customers through collaboration with Contracts Team.
- Monitor existing contracts for compliance relative to delivery requirements.
- Develop and maintain Customer specific manuals, as well as key contractual elements.
- Negotiate and manage changes in Customer demand to ensure accurate flow down in support of on-time delivery.
- Follow up on quotes and monitoring quotes
- Maintain knowledge and train others to navigate and manage Customer schedules
- Work closely with Accounts Receivable and Customers for quick resolution to contested invoices and deductions.
- Know and apply all terms of Long-Term Agreements for assigned Customers. Develop and maintain Customer information documents for other team member’s use.
- Work closely with operations and supply chain to ensure Customer On-Time Delivery
- Proactively monitor Customer delivery schedules and track critical shortages. Team with Supply Chain Management or Customer Logistic Service to expedite urgent Customer needs.
Qualifications
- Basic Qualifications:
- Bachelor’s Degree in Business, Marketing, or a related field from an accredited institution is required.
- Advanced English proficiency.
Experience
- At least 3 years of experience in customer service, account management, order management, or a related field.
- Work experience with MFG Pro (preferred).
- Experience in a customer support role for technical products.
- Strong understanding and experience in supply chain management.
- Prior experience working with customer portals.
- Experience working in manufacturing environments.
Skills
- Strong negotiation skills
- Excellent communication and interpersonal skills to support internal and external contacts in a multicultural environment.
- Analytical skills and strong attention to detail.
- Ability to prioritize and execute multiple tasks efficiently, working on several projects simultaneously and independently.
- Ability to work under pressure and manage time‑sensitive projects, meet critical deadlines, and deliver commitments in a calm and organized manner.
- Customer service mindset
- Strong problem‑solving skills.
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.
