Customer Service Representative

Responsibilities

• PRIMARY FUNCTION:
• ESSENTIAL FUNCTIONS:
• A. Serve as the primary source of contact for assigned Customers related inquiries and represent the voice of the Customers.
• B. Manage all aspects of the Customer relationship and daily interactions.
• C. Support Order Management to ensure accurate and timely Order processing and returns.
• D. Understand all executed contract terms for assigned Customers through collaboration with Contracts Team.
• E. Monitor existing contracts for compliance relative to delivery requirements.
• F. Develop and maintain Customer specific manuals, as well as key contractual elements.
• G. Negotiate and manage changes in Customer demand to ensure accurate flow down in support of on-time delivery.
• H. Follow up on quotes and monitoring quotes
• I. Maintain knowledge and train others to navigate and manage Customer schedules
• J. Work closely with Accounts Receivable and Customers for quick resolution to contested invoices and deductions.
• K. Know and apply all terms of Long-Term Agreements for assigned Customers. Develop and maintain Customer information documents for other team member's use.
• L. Work closely with operations and supply chain to ensure Customer On-Time Delivery
• M. Proactively monitor Customer delivery schedules and track critical shortages. Team with Supply Chain Management or Customer Logistic Service to expedite urgent Customer needs.
• #LI-KL1

Requirements

• Bachelor's Degree in Business, Marketing, or a related field from an accredited institution is required.
• Advanced English proficiency.
• 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.
• 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.

Additional Information

Eaton's IS AER ITD division is currently seeking a Customer Service Representative.

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