Customer Service Representative

What You’ll Do

Provides the various internal stakeholders with product, delivery, pricing, claims/returns and program information. Manages orders, including order entry and order changes. Expedites orders and shipments with operations. Responsible for maintaining accurate customer information, validating price, verifying order terms and conditions, confirming routing rules and entering shipment, quantity and date information. Emphasis is on world class customer service that is a competitive weapon and contributes to the growth of the business."A. Oversee and manage order sources, including site-specific mailboxes and customer portals, to obtain purchase orders.B. Receive, review, and complete selected purchase orders (PO) and PO modifications in various ERP systems, adhering to defined processes and utilizing provided tools.C. Fulfill order requirements by verifying the price and quantity of each item, and process or load orders from customers in ERP systems such as MFGPRO, Siebel C360 or SAP with meticulous attention to detail.D. Identify and highlight discrepancies in price, shipping locations, legal entities, etc., to customer/site stakeholders and request amended POs.E. Analyze, qualify, and complete change order requests.F. Expedite orders to prevent customer line-downs or machine downtime, processing emergency and expedited orders and shipments promptly.G. Provide product information or leverage internal resources to fulfill requests.H. Update sales orders (SOs) to reflect the dates of corresponding purchase orders for indent sales orders.I. Demonstrate high accuracy, reliability, and timeliness in activities delegated by the sites.J. Maintain accurate and organized order files and order acknowledgments.K. Proactively communicate with external customers regarding order verification, order status, pricing, and shipment status in a timely manner.L. Coordinate with operations to verify lead times, schedule customer orders according to delivery needs, and communicate special handling requests promptly.M. Archive purchase order sales order acknowledgments in a central repository to meet compliance requirements.N. Process orders and quotes in accordance with service-level agreements with site stakeholders.O. Strive to achieve high levels of internal and external customer satisfaction and adapt to customer requirements as needed.P. Promote customer satisfaction and reduce cycle times through team-based problem-solving.Q. Foster an environment that aligns with Eaton’s goals and philosophy, encourages continuous improvement, and builds stakeholder relationships.S. Demonstrate the ability to multitask and efficiently navigate different processes.T. Train and impart process knowledge to new hires.U. Suggest process improvement ideas.V. Support non-core but important reports to sites and stakeholders.W. Act as a single point of contact (SPOC) for micro sub-processes.X. Customer Relationship Management: Build and maintain strong relationships with key customers, addressing their concerns and ensuring their satisfaction with the order management process.Y. Compliance and Risk Management: Ensure compliance with all relevant regulations and standards. Identify and mitigate risks associated with order management processes."

Qualifications

Bachelor'sMinimum 3 years experience in Customer Service, Order Management, Call center atmosphere and or Materials related field.

Skills

"1. Understanding of Eaton business processes & systems

• Data entry skills, including proof reading
• Knowledge of ERP (Oracle), business intelligence platforms (Power BI, QlikView), order management (including MFG/PRO & Pharos) software programs
• Microsoft office (Excel, Word, PowerPoint
• Solid understanding of markets (customers, end customers and competitors) and how our products service those markets. "
  

"1. Organization and time management skills

• Mathematical skills
• Reasoning ability
• Problem Solving Skills
• Phone skills and customer communication skills
• Out-of-the-box thinking
• Ability to quickly adapt to change and successfully manage urgent/high and multiple priorities.
• Understanding of Eaton Business Excellence Award (EBEA) requirements"
  

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