What You'll DoProvide 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 ResponsibilitiesFulfill order management related activities for distributorsDrive customer affinity by delivering exceptional Customer Service (meeting or exceeding phone and email metrics as well as team service level agreement)Identify and implement process improvementsMaintain daily usage of the Customer 360 toolChange notice managementFacilitate proper and efficient information flow in an effort to meet or exceed customer needs and departmental and division wide performance expectationsAbility to handle high-pressure, fast-paced environment requiring diligence to detailProven analytical and critical thinking skillsAbility to constructively manage conflicts and discrepancies towards positive resolutionPrioritizing customer demand to assist with improved product flowWork with finance team to resolve customer credit requestsStrategic Accounts ManagementBack Order and Back Log AnalysisCorrect assignment for other Divisions requestPortal webs maintenanceBe the master trainer of the team.Identify learning opportunity areas for each team member.Keep track of the trainings given to the team.Quality and process support.Support team leader by reviewing each team member's mailbox to guarantee standard times are met.Review and elevate hard to solve cases weekly with team leader.Lead weekly meetings with upper management and coworkers.Be able to solve team member's escalations with warehouses and plants.Support local management with local tasks and reports.QualificationsEducation level requiredBachelor degree from an accredited institutionYears And Area Of Experience RequiredMinimum customer interaction experience (4 years)Technical knowledgeProfessional experience with SAPStrong knowledge of Microsoft Office (word, excel, email, internet)Advanced English proficiency– Fully bilingualSoft skillsDrive for resultsMakes Decisions & Solves ProblemsDemonstrates a Collaborative StylePromotes and Champions ChangeBusiness AcumenPursues personal developmentLeadershipAll 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.
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📌 Customer Service Representative Subject Matter Expert (Santiago de Querétaro)
🏢 EATON
📍 Santiago de Querétaro