Customer Service Representative

Eaton; Heroica Nogales; Presencial; MXN 360.000 - 480.000; Jornada completa

Descripción de la vacante

Eaton’s IS AER ITD division in Nogales, MX is seeking a Customer Service Representative Senior to manage business interactions with customers, ensure contract obligations are met, and drive on-time delivery while exploring growth opportunities.

You will serve as the primary contact for assigned customers, coordinate with contracts, supply chain, and accounts receivable, and support order management, quotes, and customer portals.

Formación

• Bachelor’s degree in business, marketing or related field is required.
• 3 years of experience in customer service or contract administration.
• Fluent in English and Spanish with strong communication skills.

Responsabilidades

• Serve as the primary contact for assigned customers and represent their voice.
• Manage customer relationships and daily interactions.
• Support order management for accurate and timely processing.
• Understand contract terms and ensure compliance with delivery requirements.
• Monitor contracts and track delivery performance.
• Develop customer manuals and maintain contractual elements.
• Negotiate changes in demand to support on-time delivery.
• Coordinate with accounts receivable to resolve invoice issues.

Conocimientos

Customer relationship management

Communication skills

MS Office

Bilingual English/Spanish

Educación

Bachelor’s Degree in Business or related field

Herramientas

SAP

ERP systems

Descripción del empleo

Eaton’s IS AER ITD division is currently seeking a Customer Service Representative.

What You’ll Do

PRIMARY FUNCTION:

The Customer Service Representative Senior is responsible for managing business interactions and relationships with customers. Achieve customer satisfaction, manage performance against customer requirements in accordance with contract. Serve as a primary communication internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery as well as additional growth opportunities and strengthen customer loyalty.

Essential Functions

• Serve as the primary source of contact for assigned Customers related inquiries and represent the voice of the Customers.
• Manage all aspects of the Customer relationship and daily interactions.
• Support Order Management to ensure accurate and timely Order processing and returns.
• Understand all executed contract terms for assigned Customers through collaboration with Contracts Team.
• Monitor existing contracts for compliance relative to delivery requirements.
• Develop and maintain Customer specific manuals, as well as key contractual elements.
• Negotiate and manage changes in Customer demand to ensure accurate flow down in support of on-time delivery.
• Follow up on quotes and monitoring quotes
• Maintain knowledge and train others to navigate and manage Customer schedules
• Work closely with Accounts Receivable and Customers for quick resolution to contested invoices and deductions.
• Know and apply all terms of Long-Term Agreements for assigned Customers. Develop and maintain Customer information documents for other team member’s use.
• Work closely with operations and supply chain to ensure Customer On-Time Delivery
• Proactively monitor Customer delivery schedules and track critical shortages. Team with Supply Chain Management or Customer Logistic Service to expedite urgent Customer needs.
• Supports cross-functional activities and performs other duties as assigned to meet business needs.
  
  
  

Qualifications

Basic Qualifications:

• Bachelor’s Degree in Business, Marketing, related or approved field from an accredited institution required.
• 3 years of experience in customer service, contract administration or related experience.
• Relocation benefits are not provided for this role. Only local candidates residing within 50 miles of Nogales, Mexico will be considered
• Fluent in English & Spanish
  
  
  

Preferred Qualifications

• Work experience with SAP and/ or MFG Pro
• Work experience in a customer support role for technical products
• Experience with preparing quotes and order entry process
• Proficiency or knowledge of ERP systems.
• Prior experience with customer portals.
  
  
  

Skills

Position Criteria:

• Ability to train others and work in a team-oriented environment
• Strong communication skills and interpersonal skills to support internal and external contacts within a multi-cultured environment
• Demonstrated experience working with MS Office software package
• Analytical skills and detail-orientation.
• Ability to prioritize and execute multiple tasks in an efficient manner, and work on multiple projects simultaneously and independently
• Ability to work on time sensitive projects, meet critical deadlines, and deliver commitments in a calm and organized manner
• Must be able to travel up to 10% of the time
• Customer service skills and aptitude
  
  
  

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.