Senior Customer Service Representative (2IC)

Eaton Group; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work arrangement

Free on-site parking

Close to public transport

Bonus scheme

Job summary

Eaton is seeking a Senior Customer Service Representative (2IC) to support a high-performing team in a fast-paced environment in Sydney. You will mentor, coordinate workloads, and drive key initiatives while maintaining excellent customer service.

Collaborate with sales, product, finance and supply chain to resolve requests, champion digital tools, and foster strong customer relationships. Hybrid work and growth opportunities are available.

Qualifications

• 2–3 years in a technical or fast-paced customer service role.
• Mentoring or leadership experience; confident coaching others.
• Experience with ERP systems (SAP and Salesforce preferred).

Responsibilities

• Handle customer orders and enquiries via phone and email to ensure a positive experience.
• Build relationships; advise on product availability, pricing and order solutions.
• Promote Eaton's digital tools and support digital-first solutions.
• Collaborate with sales, product, finance and supply chain to resolve requests quickly.
• Coordinate with warehouse and logistics to maintain stock and on-time deliveries.
• Support key accounts, handle escalations and drive continuous service improvements; coach team members.

Skills

Customer service experience

Mentoring

Leadership

Tools

SAP

Salesforce

Microsoft Office

Job description

Senior Customer Service Representative (2IC)

Eaton is an intelligent power management company dedicated to improving the quality of life and protecting the environment for people everywhere. The Power Quality (PQ) division at Eaton Electrical provides power management solutions including uninterruptable power supplies (UPS’s), surge protective devices, power distribution units (PDU’s), remote monitoring, software, power factor correction, airflow management, rack enclosures and services. We strive for continued success in leveraging technical innovation to develop next-generation solutions.

As our Senior Customer Service Representative (2IC), you'll play a key role in supporting the day-to-day operations of a high-performing fast paced team. Working closely with the Customer Support Manager, you'll provide mentoring, coordinate work allocation, and help drive key business initiatives.

This is an opportunity to make a real impact building strong customer relationships, collaborating across multiple teams, and delivering exceptional service that contributes directly to business success. If you thrive in a fast-paced environment and enjoy leading by example, we'd love to hear from you.

Key Duties

• Managing customer orders and enquiries via phone and email, ensuring a smooth and positive experience.
• Building stronger customer relationships while advising on product availability, pricing and order solutions.
• Championing Eaton's digital tools and support customers with digital-first solutions.
• Collaborating with sales, product, finance and supply chain teams to resolve customer requests quickly and effectively.
• Coordinating with warehouse and logistics teams to maintain stock availability and on-time deliveries.
• Supporting key accounts, customer escalations and continuous service improvements and share product knowledge, coach team members and contribute to a high-performing team culture.

Qualifications

• 2-3 years' experience in a technical or fast paced customer service environment
• Demonstrated mentoring and coaching experience and or previous leadership roles. Intermediate Computer Skills; ERP and Microsoft Office
• ERP experience (SAP & Salesforce preferred)
• Exceptional communication skills

What We Offer

• Opportunity to work in a growth Industry that supports sustainable energy development!
• Outstanding training and development programs for both professional and personal development
• Free on-site parking and close to public transport
• Hybrid working arrangement
• Competitive salary with access to bonus scheme

We are committed to ensuring equal employment opportunities for all job applicants and employees. Our recruitment processes encourage diversity byutilising a balanced selection criteria regardless of the applicants age, gender, gender identity, ethnicity, religion, sexual orientation, or any other status protected or required by law. Eaton prides itself in truly representing the people within our communities.