Call Center Agent

Eaton Corporation; Santiago de Querétaro; On-site; MXN 201,000 - 268,000; Full time

Job summary

Eaton Corporation is seeking a Call Center Agent in Querétaro, Mexico. The role focuses on providing single-point contact for commercial support to distributors and sales engineers, with close interaction with manufacturing plants and warehouses.

You will manage multiple tasks while delivering high-quality customer service. Requirements include a bachelor’s degree, at least 3 years of customer interaction experience, strong CRM/SAP and Microsoft Office skills, and fluency in English.

Qualifications

• Bachelor degree required.
• Minimum 3 years of customer interaction experience.
• Knowledge of CRM software and SAP.
• Strong knowledge of Microsoft Office.
• Fully bilingual English (read, write, speak).

Responsibilities

• Fulfill order management related activities for distributors.
• Deliver exceptional customer service meeting or exceeding phone and email metrics and SLAs.
• Identify and implement process improvements.
• Maintain daily usage of the Customer 360 tool.
• Manage change notices and information flow to meet customer needs and performance expectations.
• Collaborate with finance to resolve customer credit requests.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Attention to detail

Time management

Education

Bachelor's degree

Tools

SAP

Microsoft Office

CRM software

Vista

VOTW

Mentor

Job description

Eaton's Corporate Sector division is currently seeking a Call Center Agent.

What You'll Do

Provide single point of contact for commercial support to our distributors and sales engineers and interact frequently with Eaton's manufacturing plants and warehouses. Candidate should demonstrate the ability to manage multiple tasks.

Job Responsibilities

• Fulfill order management related activities for distributors
• Drive customer affinity by delivering exceptional Customer Service (meeting or exceeding phone and email metrics as well as team service level agreement)
• Identify and implement process improvements
• Maintain daily usage of the Customer 360 tool
• Change notice management
• Facilitate proper and efficient information flow in an effort to meet or exceed customer needs and departmental and division wide performance expectations
• Ability to handle high-pressure, fast-paced environment requiring diligence to detail
• Proven analytical and critical thinking skills
• Ability to constructively manage conflicts and discrepancies towards positive resolution
• Prioritizing customer demand to assist with improved product flow
• Work with finance team to resolve customer credit requests

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
• Knowledge of Vista, VOTW and Mentor software
• High Ability to speak, write, and read English - Fully bilingual

Skills

Soft skills

• Drive for results
• Makes Decisions & Solves Problems
• Demonstrates a Collaborative Style
• Promotes and Champions Change
• Business Acumen
• Pursues personal development

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates' privacy rights and data security will be protected in accordance with applicable laws.

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.