Customer Service Representative

Eaton; Tijuana; Presencial; MXN 200.880 - 301.320; Jornada completa

Descripción de la vacante

Eaton’s IS AER ITD division is seeking a Customer Service Representative to manage customer relationships, ensure on-time delivery, and meet contract requirements while identifying growth opportunities and strengthening customer loyalty.

You will act as the primary internal and external contact, coordinate with contracts, supply chain, and accounts receivable, and handle order management and issue resolution with a customer-centric, detail-oriented approach.

Formación

• Bachelor’s degree in business or a related field is required.
• Advanced English proficiency.
• At least 3 years of experience in customer service or order management.
• Experience in manufacturing environments preferred.

Responsabilidades

• Serve as primary contact for assigned customers and voice of the customer.
• Manage customer relationships and daily interactions.
• Support order management to ensure timely processing and returns.
• Coordinate with Contracts Team to understand contract terms.
• Monitor contracts for compliance relative to delivery requirements.
• Develop and maintain customer manuals and key contractual elements.
• Negotiate and manage changes in customer demand for on-time delivery.
• Follow up on quotes and monitor quotes.
• Maintain knowledge and train others to navigate customer schedules.
• Work with Accounts Receivable to resolve contested invoices and deductions.
• Apply terms of Long‑Term Agreements and maintain customer information documents.
• Collaborate with operations and supply chain to ensure on‑time delivery.
• Proactively monitor delivery schedules and escalate urgent needs.

Conocimientos

Negotiation

Communication

Analytical

Multitasking

Time management

Customer service

Problem solving

Educación

Bachelor’s degree in Business/Marketing

Herramientas

MFG Pro

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 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.

Qualifications

• Bachelor’s Degree in Business, Marketing, or a related field from an accredited institution is required.
• Advanced English proficiency.

Experience

• At least 3 years of experience in customer service, account management, order management, or a related field.
• Work experience with MFG Pro (preferred).
• Experience in a customer support role for technical products.
• Strong understanding and experience in supply chain management.
• Prior experience working with customer portals.
• Experience working in manufacturing environments.

Skills

• Strong negotiation skills
• Excellent communication and interpersonal skills to support internal and external contacts in a multicultural environment.
• Analytical skills and strong attention to detail.
• Ability to prioritize and execute multiple tasks efficiently, working on several projects simultaneously and independently.
• Ability to work under pressure and manage time‑sensitive projects, meet critical deadlines, and deliver commitments in a calm and organized manner.
• Customer service mindset
• Strong problem‑solving skills.

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.