Customer Service Representative

What you’ll do:

This is a dynamic position that is responsible for direct customer contact by phone and email that manages all of the Customer Service related activities for specific customers.

ESSENTIAL FUNCTIONS: 
A.    Responsible for order entry and support functions involving pre and post order management (contract review, order processing, expediting, rescheduling and order closure).
B.    Interface with customers, sales representatives and other groups on product delivery and order management issues.
C.    Provide timely responses to internal and external customers (includes customer inquiries, price and delivery requests, advance warning of shipping delays, shipment confirmation, order reschedules and return authorizations).
D.    Manage and respond to all customer requests within the dedicated customer websites.
E.    Analyze, track, and understand customer behaviors and communications throughout the production process.
F.    Print and distribute daily reports and update charts for key business measures as needed.
G.    Demonstrate a competency level of product, production process and capabilities as well as the SAP order management system.
H.    Provides customer service excellence.
I.    Serves as project leader in matters of major customer performance. Examples may include recovery schedules, new part setups and quality issues.
J.    Maintain strong customer relationships by designing and implementing new processes to improve customer relationships.
K.    Develop, lead, and promote a culture in the organization that supports the expected results in the Occupational Safety, Health, and Environmental system (MESH).
L.    Maintain waste segregation culture.
M.    Separate hazardous waste from the normal trash    
N.    Place waste according to the assigned containers.   
O.    Maintain your area clean and free of contaminants.    
P.    Not waste of water or electricity.     
Q.    Report any activity that can put in risk my safety and environment.    
R.    Identify and give adequate disposition to all chemical products, which can contaminate the environment.   
S.    Act/Report immediately any chemical discharge case.    
T.    Ensure the rights containers for disposition of hazardous waste (identifying containers and containers to prevent discharge)  

Qualifications:

•    Professional Degree.
•    2 year of experience in Customer Service or Materials Planning.
•    Bilingual: English/Spanish.

Skills:

Eaton leadership model    
•    Thinks and Acts strategically.
•    Gets results.
•    Builds Organizational Capability.
•    Enables Digital mindset
•    Leadership attributes (passionate, accountable, ethical, learn, transparent, efficient) 

Aspirational Objectives    
•    To be the preferred supplier to customers and channel partners 
•    To make work exciting, engaging and meaningful for our employees 
•    To make our communities stronger 
•    To ensure the safety, health and wellness of our employees 
•    To be a model of inclusion and diversity in our industry 
•    To be active stewards of the environment

EHS Commitment
•    Promotes “Zero Incident Culture” in the work area.
•    Promote “Environmental Culture” in the work area.
•    Participate in all 100% of the legal and corporate EHS trainings.
•    Reporting unsafe conditions and behaviors, such as “Near misses”, “Gembas”, and “Coaching programs”.

Continuous Improvement (CI) Commitment
•    Participate on continuous improvements programs; ECIS, OpA, i4.0, EBS Pull, Cost Out, RIE
•    Generate and implement Ideas.
•    Promotes a recognition culture.
•    Participate on CI trainings assigned.
•    Import and export best and transferable practices.
•    Attend daily accountability Tier meeting. 

#LI-CR1  

Functional Competencies:

Market and Customer Knowledge. Key elements for Market and Customer Knowledge includes understanding individual customer needs and wants, being flexible in meeting customer demands, and having a positive attitude towards customers. It entails providing synthesized customer and market insights to sales and marketing to develop solutions to meet customer needs. Superior insights into these areas are fundamental to creating, pricing and selling value. 

Price for Value. Key elements of Price for Value include developing value-based pricing strategies versus cost-based pricing, establishing and enforcing transactional excellence and understanding true customer and product profitability.

Sales and Channel Strategy & Management. Key elements include identifying the support skills required to service customer transactions, treating customers like partners rather than adversaries, making it easy for customers to do business with Eaton, encouraging customer feedback and developing repeat relationships.

Value Proposition Design. Key elements of Value Proposition Design includes using market and customer knowledge to identify customer needs, develop creative offering and seek to exceed customer expectations.