Sr. Customer Service Representative

Eaton Corporation; Tijuana; Sur place; MXN 350 000 - 520 000; Plein temps

Résumé du poste

Eaton Corporation's IS AER ITD division seeks a Sr. Customer Service Representative to manage customer relationships, ensure on-time delivery, and meet contract requirements.

You will serve as the primary internal and external contact, support order processing, monitor quotes, and coordinate with Contracts, Manufacturing, Planning and Quality teams to resolve issues and grow customer loyalty.

Strong communication in English and Spanish is required, with experience in a manufacturing environment.

Qualifications

• Bachelor's degree in engineering, business, marketing or related field
• 3 years of experience in customer service or contract administration
• Fluent in English & Spanish
• Experience in manufacturing environment, aero preferred
• Experience with technical product support

Responsabilités

• Serve as primary contact for assigned customers and represent their voice
• Manage all aspects of customer relationship and daily interactions
• Support order management to ensure accurate and timely processing
• Understand contracts terms in collaboration with Contracts team
• Monitor existing contracts for delivery compliance
• Develop and maintain customer information documents
• Negotiate changes in demand to ensure on-time delivery
• Coordinate with Accounts Receivable on disputed invoices
• Work with operations and supply chain to ensure on-time delivery
• Train others to navigate customer schedules

Connaissances

English fluency

Spanish fluency

Customer service

Manufacturing experience

ERP systems

Formation

Bachelor's degree in engineering, business, marketing or related field

Outils

MFG Pro

ERP systems

Quotes and order entry tools

Customer portals

Description du poste

Eaton’s IS AER ITD division is currently seeking a Sr. 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.

Qualifications

Basic Qualifications

• Bachelor’s Degree in Engineer, Business, Marketing, related or approved field from an accredited institution required.
• 3 years of experience in customer service, contract administration or related experience.
• Fluent in English & Spanish
• Work experience in a customer support role for technical products
• Experience in Customer Service within a manufacturing environment, including tracking customer orders throughout the production process and coordinating with Manufacturing, Planning, and Quality teams.
• Experience working in Manufacturing industry. Aero preferred.

Preferred Qualifications

• Work experience MFG Pro
• 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
• 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.