Customer Support Representative

What you'll do:

As a Customer Support Representative, your primary function is to provide commercial support for a portfolio of customers within the project business segment. You will be responsible for interfacing with customers and internal stakeholders via email, phone, chat, and case management tools to ensure a high level of customer satisfaction and operational excellence.

Main Responsibilities

• Handle customer and internal inquiries via phone, chat, and email in a professional and timely manner.
• Manage customer orders, including order entry, price verification, and order clearing in compliance with Eaton policies.
• Handle and resolve customer complaints effectively and efficiently.
• Coordinate the complete delivery and billing process, including multiple product lines and sequencing of project orders to meet customer project requirements.
• Support a variety of pre-sales and post-sales service activities.
• Provide support to sales teams across EMEA and external customers in areas such as:
  • Product and service order fulfillment
  • End-to-end order status management
  • Repair and calibration requests
  • Product changes and returns
  • Accounts receivable collections
  • Invoicing requirements
  • Contract administration and support
  • Lease administration
• Resolve customer issues by applying established policies, procedures, and best practices while maintaining proactive communication across internal teams and multiple product lines.
• Build and maintain strong customer relationships while fostering an environment that promotes Eaton's values, continuous improvement, and customer-centricity.

• Bachelor's degree (BSc/BA).
• 1-3 years of experience in customer support, customer service, order management, or a related field.

• English proficiency at a minimum of B2 level.
• Italian proficiency at a minimum of B2 level (written and spoken).

• Basic knowledge of MS Office applications.
• SAP, Oracle, or experience with Case Management tools is considered an advantage.

• Strong written and verbal communication skills in English and Italian.
• Customer-focused mindset with a service-oriented approach.
• Strong attention to detail and accuracy.
• Excellent organizational skills and punctuality.
• Problem-solving mentality with the ability to work independently and collaboratively.
• Ability to manage multiple priorities in a fast-paced environment.