Customer Service Supervisor

Eaton; Santiago de Querétaro; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

EatonCare Service Center in Querétaro, Mexico, seeks a Customer Service Supervisor to lead day-to-day operations and coordinate with US support teams. You will guide Order Entry, Order Management, Call Center, and Master Data functions to ensure efficient service.

Requirements include a Bachelor’s degree in business or engineering, 3+ years of people management, 5+ years in customer support, and experience with SAP or Vista. Proficiency in MS Office and Salesforce is preferred.

Formación

• Bachelor’s degree in business or engineering required.
• Minimum 3 years of people-management experience.
• Minimum 5 years of customer support or interaction experience.
• Experience with SAP and/or Vista; proficient with Microsoft Office and Salesforce.

Responsabilidades

• Lead and provide direction to multiple divisions of the Electrical Sector.
• Oversee EatonCare Service Center team including Order Entry, Order Management, Call Center, Analyst, Master Data and Technical Support.
• Drive the team to deliver quality customer interactions with US counterparts and support long-term growth.
• Serve as escalation point with deep understanding of supported businesses.
• Develop relationships with EatonCare US support teams.
• Promote productivity through electronic tools for efficient growth.
• Train staff on essential functions and coordinate ongoing training.
• Communicate with customers and support escalations as needed.
• Maintain a safe, clean workplace following Eaton safety standards and 5S+.

Conocimientos

Drive for results

Decisions & problem solving

Collaborative style

Change management

Business acumen

Personal development

Strong work ethic

Team player

Verbal communication

Written communication

Analytical thinking

Educación

Bachelor's degree (business or engineering)

Herramientas

SAP

Vista

Microsoft Office

Salesforce

Descripción del empleo

Eaton’s Corporate Sector division is currently seeking a Customer Service Supervisor.

What you’ll do:

Job Summary:
Provide direction and manage day to day functions of the EatonCare Service Center located in Queretaro, Mexico. This position must also work closely with support management in the various Eaton Care support locations.

Job Responsibilities:

• Lead and provide direction to multiple divisions of the Electrical Sector
• Lead day to day activities within the EatonCare Service Center team of Order Entry Specialists, Order Management, Call Center, Analyst, Master Data and Technical Support
• Drivethe team to have quality interactions with customers and US counterparts to drive long term business growth
• Gain a deep understanding of the businesses supported so that this position becomes the escalation point for the team
• Develop effective relationship with EatonCare US support teams
• Drive productivity within the group by utilizing electronic tools to support efficient and profitable business growth
• Develop, and retain top quality who excel at providing customer value through the execution of processes, commercial savvy, and effective relationship building with customers
• Training employees and coordinating training for employees on the essential functions of the position
• Communicate with the customers as necessary and support escalations
• Maintain safe, clean working environment in compliance with all Eaton safety standards, Life Saving Rules, and daily 5S+ requirements to help build a Zero Incident Culture.

Qualifications:

Education level required:

• Bachelor’s Degree in business or engineering from an accredited institution required.

Years and area of experience required:

• Minimum 3 years manager of people experience
• Minimum 5 years customer support or interaction experience

Technical knowledge:

• Experience with SAP and/or Vista
• Experience with Microsoft Office and Salesforce #LI-MB2
• Strong customer service ethos with a track record of process improvement

Skills:

• Drive for results
• Makes Decisions & Solves Problems
• Demonstrates a Collaborative Style
• Promotes and Champions Change
• Business Acumen
• Pursues personal development
• Strong work ethic, flexibility, and a desire to actively contribute to the group’s successTeam player
• Fluent verbal and concise written, communication skills for successful performance of position.
• Strong analytical skills, logical thinking and process oriented

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.