Customer Service Advisor Night

What You'll Do

Provides the various internal stakeholders with product, delivery, pricing, claims/returns and program information. Manages orders, including order entry and order changes. Expedites orders and shipments with operations. Responsible for maintaining accurate customer information, validating price, verifying order terms and conditions, confirming routing rules and entering shipment, quantity and date information. Emphasis is on world class customer service that is a competitive weapon and contributes to the growth of the business.

Receives, reviews and completes selected Purchase Orders (PO) and Purchase Order modifications in the various ERP systems by following the processes defined and tools provided

Will be responsible for processing PO's for direct material

Expedites orders to prevent customer line downs or machine downtime. Processes emergency and/or expedited orders and shipments in a timely manner

Provides product information or leverages internal resources to fulfill requests

Update SO's to reflect date of corresponding PO's for indent sales orders

Proves to be highly accurate, reliable and timely on activities delegated by the Sites

Maintains accurate and organized order files, order acknowledgments

Proactively communicates in a timely manner with external customers about order verification, order status, pricing and shipment status. Communicates in a timely manner with operations to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests

Should have good command over systems with a good typing speed

Promotes customer satisfaction and achieves cycle time reduction through team-based problem solving

Fosters an environment which promotes Eaton's goals and philosophy, encourages continuous improvement and builds stakeholder relationships

Should work closely with SME on taking Adhoc projects for the process.

Should have experience of working in rotational or fixed night shifts.

Work toward to achieve high level of internal and external customer satisfaction and always ready to adapt as per customers requirement.

Maintaining a positive, empathetic, and professional attitude toward Stakeholders always.

Could hand hold and mentor on process to Newer team members.

Take ownership of customer/stakeholder's issues

Troubleshoot problems and see them through to resolution.

Go the extra mile to engage stakeholders/Customer

Contribute to Process improvement and automations'

Qualifications

Bachelor's

Minimum 3 years experience in Customer Service, Order Management, Call center atmosphere and or Materials related field.

Skills

Understanding of Eaton business processes & systems

Data entry skills, including proof reading

Knowledge of ERP (Oracle), business intelligence platforms (Power BI, QlikView), order management (including MFG/PRO & Pharos) software programs

Microsoft office (Excel, Word, PowerPoint

Solid understanding of markets (customers, end customers and competitors) and how our products service those markets. '

Organization and time management skills

Mathematical skills

Reasoning ability

Problem Solving Skills

Phone skills and customer communication skills

Out-of-the-box thinking

Ability to quickly adapt to change and successfully manage urgent/high and multiple priorities.

Understanding of Eaton Business Excellence Award (EBEA) requirements'