Sr. Customer Service Representative

Eaton Corporation; Tijuana; Presencial; MXN 320.000 - 520.000; Jornada completa

Descripción de la vacante

Eaton Corporation in Tijuana, Baja California, is seeking a Senior Customer Service Representative to manage business interactions between customers, operations, and key functions, ensuring complete customer satisfaction.

You will coordinate with FED locations, support program execution, and facilitate smooth transitions from development to production with a focus on delivery status, quality, and customer engagement. Strong communication and negotiation skills are essential.

Formación

• Bachelor's degree from an accredited institution.
• 3-5 years’ work experience in Customer Service, Sales, or related field.
• Customer Support/Satisfaction.
• Strong negotiation ability.
• Teamplayer.
• Logistics, Shipping, Quality, Manufacturing process knowledge preferred.
• MS Office experience, MS Excel ability.

Responsabilidades

• Manage and facilitate the daily delivery status communication between the Tijuana plant operations and the third-party customer, in collaboration with the Eaton Account Management team, through participation in customer action calls, maintaining line of balance/milestone charts, and facilitating customer visits.
• Develop an internal support plan to meet customer delivery and quality performance expectations and requirements as flowed down from the Eaton Account Management team and/or third-party customer portals.
• Support high importance customer engagement teams, Program Management reviews, rate readiness reviews etc., as applicable.
• Track high priority parts through every operation of production until delivery and elevate concerns to Operations Management through participation in daily production meetings.
• Understand all executed contract terms, as flowed down, for assigned customers through collaboration with the Eaton Account Management team.
• Plans and justify customer visits, negotiate agendas at assigned site, follow up and resolve obstacles, cater communication to the audience, handle escalations without leadership involvement and refer customers to peers outside of assigned site if needed.

Conocimientos

Customer service

Negotiation

Teamwork

Communication

Organization

Educación

Bachelor's degree

Herramientas

MS Office

MS Excel

Descripción del empleo

What you’ll do:

Eaton’s Fluid & Electrical Division is seeking a Senior Customer Service Representative in Tijuana, Baja California

Primary Function:

Manage business interactions and relationships between Customers, Operations Teams, and other key functions within the organization to ensure complete customer satisfaction. Coordinate with other Fluid and Electrical Distribution (FED) locations supported by the Customer Service team ensuring “one voice to the customer.” Provide support relative to specific tasks regarding program execution for development, low rate, and full rate production programs in order to facilitate a smooth transition.

Essential Functions:

• Manage and facilitate the daily delivery status communication between the Tijuana plant operations and the third-party customer, in collaboration with the Eaton Account Management team, through participation in customer action calls, maintaining line of balance/milestone charts, and facilitating customer visits.
• Develop an internal support plan to meet customer delivery and quality performance expectations and requirements as flowed down from the Eaton Account Management team and/or third-party customer portals.
• Support high importance customer engagement teams, Program Management reviews, rate readiness reviews etc., as applicable.
• Track high priority parts through every operation of production until delivery and elevate concerns to Operations Management through participation in daily production meetings.
• Understand all executed contract terms, as flowed down, for assigned customers through collaboration with the Eaton Account Management team.
• Plans and justify customer visits, negotiate agendas at assigned site, follow up and resolve obstacles, cater communication to the audience, handle escalations without leadership involvement and refer customers to peers outside of assigned site if needed.

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Qualifications:

Basic Qualifications:

• Bachelor's degree from an accredited institution.
• 3-5 years’ work experience in Customer Service, Sales, or related field
• Customer Support/Satisfaction
• Strong negotiation ability
• Teamplayer
• Logistics, Shipping, Quality, Manufacturing process knowledge preferred.
• MS Office experience, MS Excel ability

Preferred:

• BA or BS from an accredited institution
• Bilingual in English/Spanish

Skills:

Must present a positive and professional image. It is essential to be a creative thinker and strong communicator, with the ability to calmly influence people about their feelings toward emotional or controversial subjects. Timeliness and accuracy of responses is critical. Must have the ability to maintain focus and arrange priorities in an environment of multiple urgent requests from many global sources. Must exhibit strong organizational 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.