Customer Service Representative Subject Matter Expert

Eaton’s Corporate Sector division is currently seeking a Customer Service Representative Subject Matter Expert.

What you’ll do:

Provide single point of contact for commercial support to our distributors and sales engineers and interact frequently with Eaton’s manufacturing plants and warehouses. Candidate should demonstrate the ability to manage multiple tasks. They should have leadership and organizational skills. They should be able to be the first escalation point within the team to contact plants and warehouses. Proficiency on internal processes. Excellent communication and interpersonal skills.

Job Responsibilities

A. Fulfill order management related activities for distributors

B. Drive customer affinity by delivering exceptional Customer Service (meeting or exceeding phone and email metrics as well as team service level agreement)

C. Identify and implement process improvements

D. Maintain daily usage of the Customer 360 tool

E. Change notice management

F. Facilitate proper and efficient information flow in an effort to meet or exceed customer needs and departmental and division wide performance expectations

G. Ability to handle high-pressure, fast-paced environment requiring diligence to detail

H. Proven analytical and critical thinking skills

I. Ability to constructively manage conflicts and discrepancies towards positive resolution

J. Prioritizing customer demand to assist with improved product flow

K. Work with finance team to resolve customer credit requests

L. Strategic Accounts Management

M. Back Order and Back Log Analysis

N. Correct assignment for other Divisions request

O. Portal webs maintenance

P. Be the master trainer of the team.

Q. Identify learning opportunity areas for each team member.

R. Keep track of the trainings given to the team.

S. Quality and process support.

T. Support team leader by reviewing each team member’s mailbox to guarantee standard times are met.

U. Review and escalate hard to solve cases weekly with team leader.

V. Lead weekly meetings with upper management and coworkers.

W. Be able to solve team member’s escalations with warehouses and plants.

X. Support local management with local tasks and reports.

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Qualifications:

Education level required

Bachelor degree from an accredited institution

Years and area of experience required

Minimum customer interaction experience (4 years)

Technical knowledge

Professional experiencie with SAP

Strong knowledge of Microsoft Office (word, excel, email, internet)

Advanced English proficiency– Fully bilingual

Skills:

Soft skills

Drive for results

Makes Decisions & Solves Problems

Demonstrates a Collaborative Style

Promotes and Champions Change

Business Acumen

Pursues personal development

Leadership

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 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.