Eatonu****s IS AER ITD division is currently seeking a Customer Service Manager. nn## What youu****ll do:nnPRIMARY FUNCTION:nn1\. State the primary function or overall purpose of your position.nnThe Customer Service Manager will manage the Customer Representativesu**** team with the objective to maximize customer satisfaction and increase performances. nnThe Customer Service Manager will recommend staff actions including selection recommendations; coaching, propose disciplinary actions; perform employee performance appraisals; manage schedules and workload.nnThis position will also act as a Customer Representative, 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.nnThe primary goal is to maximize customer satisfaction by ensuring we meet our delivery commitments to the customer. This position will interface either with strategic customers, provide them with updates on quotes, purchase orders, deliveries, manage expedites and schedule changes, ensure the compliance to Terms and Conditions and monitor performances. nnThis includes working with sales, planning, supply chain, operations, and quality. All activities involve extensive interaction with customers and internal functions.nn#LI-SL4 nESSENTIAL FUNCTIONS: (Limit yourself to 8-12 statements)nn2\. List the essential functions (i.e. key responsibilities with expected end results) which must be accomplished in order to fulfill the purpose of your position as described above.nnCustomer Assignment:nnA. Serve as the primary source of contact for assigned Customers related inquiries and represent the voice of the Customers. nB.



Manage all aspects of the Customer relationship and daily interactions. nC. Support Order Management to ensure accurate and timely Order processing and returns. nD. Understand all executed contract terms for assigned Customers through collaboration with Contracts Team. nE. Monitor existing contracts for compliance relative to delivery requirements. nF. Develop and maintain Customer specific manuals, as well as key contractual elements. nG. Negotiate and manage changes in Customer demand to ensure accurate flow down in support of on-time delivery. nH. Follow up on quotes and monitoring quotes nI. Maintain knowledge and train others to navigate and manage Customer schedules and portals nJ. Work closely with Accounts Receivable and Customers for quick resolution to contested invoices and deductions. nK. Know and apply all terms of Long-Term Agreements for assigned Customers. Develop and maintain Customer information documents for other team memberu****s use. nL. Work closely with operations and supply chain to ensure Customer On-Time Delivery nM. Proactively monitor Customer delivery schedules and track critical shortages. Team with Supply Chain Management and Operations to expedite urgent Customer needs.nnTeam Management:nnA. Manage the Customer Service Representatives team. nB. Ensure compliance to Sales and Operations processes. nC. Implement and participate in rituals with key local interfaces (Planning Supply Chain, Quality, Sales, Finance u****). nD. Update the work instructions as needed. nE.



Ensure that Customer Service Representatives are adequately trained.nn nnn## Qualifications:nnDescribe any specialized knowledge or skill (e.g., technical, scientific, administrative, managerial) which your position requires.nnBasic Qualifications:nnu**** Bacheloru****s Degree in Business, Marketing, related or approved field from an accredited institution required. nu****** years of experience in customer service, contract administration or related experience. nu******+ years of experience managing a team.nnPreferred Qualifications:nnu**** Work experience with SAP and/ or MFG Pro nu**** Work experience in a customer support role for technical products nu**** Experience with preparing quotes nu**** Proficiency or knowledge of ERP systems. nu**** Prior experience with customer portals.nn## Skills:nnPosition Criteria:nnu**** Ability to train others and work in a team-oriented environment nu**** Strong communication skills and interpersonal skills to support internal and external contacts within a multi-cultured environment nu**** Demonstrated experience working with MS Office software package nu**** Analytical skills and detail-orientation. nu**** Ability to prioritize and execute multiple tasks in an efficient manner, and work on multiple projects simultaneously and independently nu**** Ability to work on time sensitive projects, meet critical deadlines, and deliver commitments in a calm and organized manner nu**** Must be able to travel up to 10% of the time nu**** Customer service skills and aptitudennWe 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.n

📌 Customer Service Manager (Guadalajara)
🏢 Eaton
📍 Guadalajara