Lead Representative Customer Service

hace 2 meses

Ciudad Juárez Chih, México Eaton A tiempo completo

Eaton’s ES AMER ARS division is currently seeking a Lead Representative Customer Service.

**What you’ll do**:
**PRIMARY FUNCTION**:
Providing direction and in the monitoring of customer order status and shipping commitments in order to meet stated product line sales billed and customer satisfaction objectives. Coordinates a wide variety of order management activities including customer relations, order entry, and order flow while meeting product line customer service objectives as well as providing support to customer after shipment issues. Supports all product lines in training and execution of customer service functions.

**ESSENTIAL FUNCTIONS**:

- Establishes and maintains communication with customers and keeps abreast of customer needs and procedures. Communicates needs to other departments.
- Monitors, controls and communicates the status of customer orders and shipping projections to promote plant credibility and maintain on-time performance.
- Administers order entry, order flow, and invoicing while maintaining the proper processing of change notices.
- Provides commercial / customer satisfaction guidance to other functions such as engineering, marketing, programming and materials in desirable formats to support total quality effort of the plant.
- Prepare and maintain sales, backlog, order entry data and reports.
- Develop and deploy the customer order execution process, drive continues improvement on the customer response chain efficiency.
- Implement the policies from product line, finance and sales for business purpose;
Drive improvement of on time delivery to promise and request among sales and operational team;
- Work in a team environment to achieve the plant’s sales & margin objectives.
- Provide quotation support to Sales Team (primarily lead-time or capacity information).
- Provide Technical support regarding products
- Responsible of the generic inbox for customer service of all production lines
- Expedite high visibility orders (VIP accounts)
- Follow up with key customer complaints about relevant company products and aim for satisfactory solutions from both the company’s and the customer’s viewpoints.

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**Qualifications**:
**SPECIALIZED KNOWLEDGE**:

- Bachelor’s Degree in Business or Technical field desired
- 5 years of experience in industrial/manufacturing environment with associated products.
- Knowledge of customer/field procedure, order processing flow, manufacturing, freight, and some technical understanding of product.
- Computer Systems, ERP (i.e. SAP, MAPICS, JD Edwards) knowledge
- VISTA and Mentor knowledge (internal programs)
- Superior customer skills in English
- Results orientation / Strong Sense of Urgency
- Microsoft Office skills
- Teamwork

**ADDITIONAL INFORMATION**:

- Cumplir con los requerimientos de la política de EHS.
- Contribuir para el logro de los objetivos y metas ambientales y de seguridad en su área de responsabilidad.
- Apoyo para mantener el S.A.A. para el cuidado del medio ambiente y dar cumplimiento a los requerimientos que le apliquen.
- Llevar a cabo las actividades relacionadas a EHS que le correspondan.
- Reportar cualquier condición de EHS de riesgo/insegura que detecte a EHS o su supervisor para seguimiento.
- Conocer los aspectos ambientales e impactos de su actividad y aplicar los controles operacionales aplicables a su puesto (Separar y depositar en los contenedores que corresponda los residuos de
- Bachelor’s Degree in Business or Technical field desired
- 5 years of experience in industrial/manufacturing environment with associated products.
- Knowledge of customer/field procedure, order processing flow, manufacturing, freight, and some technical understanding of product.
- Computer Systems, ERP (i.e. SAP, MAPICS, JD Edwards) knowledge
- VISTA and Mentor knowledge (internal programs)
- Superior customer skills in English
- Results orientation / Strong Sense of Urgency
- Microsoft Office skills
- Teamwork

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.

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