2,044 jobs at Eaton

What you'll do:

Job Summary

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

A. Fulfill order management related activities for distributors

B. Drive customer affinity by delivering exceptional Customer Service (meeting or exceeding phone and email metrics as well as team service level agreement)

C. Identify and implement process improvements

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

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

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

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

H. Proven analytical and critical thinking skills

I. Ability to constructively manage conflicts and discrepancies towards positive resolution

J. Prioritizing customer demand to assist with improved product flow

K. Work with finance team to resolve customer credit requests

L. Correct assignment for other Divisions request

M. Portal webs maintenance

N. 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:

Education level required

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

Supervisor

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**

Quality, Productivity, Inventory, OTD, WIP, VOC

How many employees does this position have responsibility for (span of control)?

N/A

About Eaton

Eaton is an intelligent power management company dedicated to improving the quality of life and protecting the environment for people everywhere.

Size: 10,000+ employees
Industry: Engineering

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Perks and Benefits

Health and Wellness
- Health Insurance
- Health Reimbursement Account (HRA)
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- HSA with Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Pet Insurance
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Birth Parent or Maternity Leave
- Adoption Assistance Program
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
- Summer Fridays
Financial and Retirement
- 401(k) With Company Matching
- Performance Bonus
- Relocation Assistance
- Financial Counseling
Office Life and Perks
- Casual Dress
- On-Site Cafeteria
Professional Development
- Tuition Reimbursement
- Promote from Within
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Internship Program
- Work Visa Sponsorship
- Leadership Training Program
- Associate or Rotational Training Program
Diversity And Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)