Call Center Agent

Eaton Group; Santiago de Querétaro; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Eaton is seeking a Call Center Agent to provide single point of contact for commercial support to distributors and sales engineers, interacting with Eaton’s plants and warehouses. You will manage multiple tasks and deliver timely information to ensure customer satisfaction.

The role requires a Bachelor's degree and at least two years of customer interaction experience, with strong English, CRM/SAP, and MS Office skills to drive process improvements and seamless communication.

Formación

• Bachelor's degree required.
• Minimum 2 years of customer interaction experience.

Responsabilidades

• Fulfill order management activities for distributors.
• Deliver exceptional Customer Service to meet phone/email metrics and SLAs.
• Identify and implement process improvements.
• Maintain daily use of the Customer 360 tool.
• Change notice management.
• Ensure efficient information flow to meet customer needs and performance expectations.
• Handle high-pressure environments with attention to detail.
• Demonstrate analytical and critical thinking skills.
• Constructively manage conflicts for positive resolution.
• Prioritize customer demand to improve product flow.
• Collaborate with finance to resolve customer credit requests.

Conocimientos

CRM software

MS Office

English proficiency

Verbal communication

Written communication

Vista/VOTW/Mentor

Educación

Bachelor's degree

Herramientas

SAP

Vista/VOTW/Mentor

MS Office Suite

Descripción del empleo

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

What you’ll do:

Job summary

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

• 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. Maintain daily usage of the Customer 360 tool.
• E. Change notice management.
• 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.

Qualifications:

Education level required

Bachelor degree necessary.

Years and area of experience required

Minimum customer interaction experience (2 years)

Skills:

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

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.