Career Opportunities: Call Center Agent (76130)
Act as the primary point of contact for customers, agents, distributors, peers, warehouses, and Sales by phone or chat ensuring the effective resolution of customer requests related to Order Management. The candidate must demonstrate strong multitasking skills and the ability to manage multiple priorities in a fast-paced environment.

Job Responsibilities

Fulfill order management related activities for distributors

Drive 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 improvements

Work through CRM and Email application to attend, file and follow up any customer request, registering all phone communication through cases

Attend chat accordingly avoiding missing request and provide fast answers when phone is not available.

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

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

Proven analytical and critical thinking skills

Ability to constructively manage conflicts and discrepancies towards positive resolution

Prioritizing customer demand to assist with improved product flow

Work with finance team to resolve customer credit requests

Correct assignment for other Divisions request

Portal webs maintenance

Maintain safe,



clean working environment in compliance with all Eaton safety standards, Life Saving Rules, and daily 5S+ requirements to help build a Zero Incident Culture.

Qualifications
Bachelor degree necessary.

Years and area of experience required
Minimum customer interaction experience (3 years)

Technical knowledge

Knowledge of CRM software and SAP

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

Strong listen, written and verbal communication skills

High Ability to speak, write, and read English – Fully bilingual

Soft skills

Drive for results

Makes Decisions & Solves Problems

Demonstrates a Collaborative Style

Promotes and Champions Change

Business Acumen

Pursues personal development

Additional Information
Organizational Chart
Team Leader, Supervisor EatonCare Service Center

Functional Manager (if applicable)
N/A

Incumbent (if applicable)
N/A

Peers (if applicable)
N/A

Direct Reports (if applicable)
N/A

Indirect/Functional Reports (if applicable)
N/A

Dimensions
Scope of Responsibilities: Local, regional, etc.

Assure goal for Availability %, Answer rate, RONA

Completed emails

Back Order Control

Chats control and accurate answers

Plants, sales and agents contact and support

SF cases follow ups, FCR

Record any measurable statistics which the position impacts**
How many employees does this position have responsibility for (span of control)?
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📌 Call Center Agent (Santiago Mexquititlán Barrio 1ro.)
🏢 EATON
📍 Santiago Mexquititlán Barrio 1ro.