Job Description
What You’ll Do
This role supports the Eaton Electrical division by providing critical customer support in the execution of customer enquiries and sales order requests via phone, email and digital channels. Handling high volume and complex enquiries the incumbent must ensure that accuracy and efficiency is delivered to ensure great customer outcomes. Working in a technical and ambitious environment this role requires good internal stakeholder management skills to get the right outcome for our customers and the business.
Responsible for adhering to Eaton MESH and EQMS systems and for own safe behaviorsResponsible for doing what you are authorized to do and that you do it within the Eaton Delegation of Authority (DoA)Participates in effective people competency development and performance management programOperational ExecutionSupporting optimal order management via phone & emails including but not limited to Purchase Orders, Pricing and Availability, Order ETA's, Debits, Credits and WarranteesSupporting Eaton's digital first strategyWork directly and collaboratively with product, accounts, sales and supply teams to ensure requests are supported and resolved efficiently and to qualityProactively managing customer orders to provide On Time Deliveries and where not possible proactively engaging customers to provide optimal customer experienceDevelop & demonstrate a sound knowledge of the company’s products, policies and standardsWork in a team environment to achieve all customer service SLA's and support the PD sales team in achieving revenue goalsShare learnings and best practices with new team membersAdopting a continuous improvement mindset and support key change initiativesDemonstrate a strong understanding of our products, services and systemsActivity reporting and system management Actioning reports (e.g., OTD, Z reports, Open Order) to support revenue targets, manage internal SLA's and optimize the order to cash cycleResponsible for collecting operational performance data (including electronically) and undertaking approved corrective actionsResponsible for reporting process and stock quality matters to management and entering NCRs into quality systems
Qualifications
1-2 years working in customer service/support rolesExperience in CRM systems, SAP Navigation is a BonusDemonstrated experience working in ambitious and technical environmentsExcellent Stakeholder ManagementTeamwork and work independentlyGreat time management and productivity to deliver resultsStrong customer service ethos with demonstrated experienceGreat attention to detail and high levels of accuracy
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