Eatonu2019s IS AER ITD division is currently seeking a Sr Customer Service Representative. ## What youu2019ll do: PRIMARY FUNCTION: The Customer Service Representative Senior 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: 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 memberu2019s 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. ## Qualifications: Describe any specialized knowledge or skill (e.g., technical, scientific, administrative, managerial) which your position requires. Basic Qualifications: u2022 Bacheloru2019s Degree in Business, Marketing, related or approved field from an accredited institution required.
u2022 3 years of experience in customer service, contract administration or related experience.
u2022 Relocation benefits are not provided for this role. Only local candidates residing within 50 miles of Nogales, Mexico will be considered
u2022 Fluent in English u0026 Spanish
Preferred Qualifications: u2022 Work experience with SAP and/ or MFG Pro
u2022 Work experience in a customer support role for technical products
u2022 Experience with preparing quotes and order entry process
u2022 Proficiency or knowledge of ERP systems.
u2022 Prior experience with customer portals. ## Skills: Position Criteria: u2022 Ability to train others and work in a team-oriented environment
u2022 Strong communication skills and interpersonal skills to support internal and external contacts within a multi-cultured environment
u2022 Demonstrated experience working with MS Office software package
u2022 Analytical skills and detail-orientation.
u2022 Ability to prioritize and execute multiple tasks in an efficient manner, and work on multiple projects simultaneously and independently
u2022 Ability to work on time sensitive projects, meet critical deadlines, and deliver commitments in a calm and organized manner
u2022 Must be able to travel up to 10% of the time

📌 Sr customer service representative (Santa Catarina)
🏢 Eaton
📍 Santa Catarina