Customer Service Representative

Eaton is an intelligent power management company dedicated to protecting the environment and improving the quality of life for people everywhere. We make products for the data center, utility, industrial, commercial, machine building, residential, aerospace and mobility markets.

What you’ll do:

• This position is responsible to assure the servicing of all domestic and international customers’ accounts regarding administration of their orders. The position covers the main functionality of preparing sales contract, order entry, customer enquiries and order management. Interface directly with customers, sales force, and most of other function teams. The primary objective of this function is to increase customer purchase order turn-around time, provide one time contact solution for customer enquiries and improve on time delivery and ultimately increase customer satisfaction by proactively working with customers to meet increasing demand and gathering market intelligence and support business.
• Prepare sales contract for customer and collect required information, part number, pricing and special requirement;
• Fax confirmed contract to customer for final confirmation if needed;
• Coordinate with sales and pricing team to resolve SO pricing issue;
• Collection PO daily and submit to planning team to review best delivery dates, let customers know the request date showed in OA is our confirmation ship dates.
• Process customer orders which planner reviewed and confirmed into SAP system;
• Ensure customer order with all required information and process with planning confirmed LT;
• Advice Finance to for any updates for customer master file related to customer-specific notes/shipping instructions. Also send customer sales orders acknowledgements and shipping list;
• Communicate customers with order status and clarify pricing and availability of material numbers;
• Contact sales team to resolve pricing issues related to contracts and quotes referenced by customers.
• Monitor orders on hold for clarification and ensure issues are resolved and orders are released timely;
• Respond to inquiries from customers and salesmen regarding most administrative aspects of the status of customers’ orders or potential orders. CSR need to timely communicate with relevant function, in a manner that displays the utmost responsiveness and professionalism, as the customers’ main contact with Company;
• Exercise judgment and take appropriate action regarding customer and sales force requests on most problems dealing with customer orders and resolve at maximum profit to our operations and service to customers. such as replacement order, premium freight shipment;
• Coordinate with other departments to solve problems in invoicing, shortages, incorrect shipments, tracing shipments;
• Coordinate with QA to process return goods authorizations and enter replacement orders;
• Chasing payment from customers for blocked shipment due to customer not paying us;
• Analyze the demand from customers’ orders along with inventory to proactively coordinate with demand planning in order to meet the customer requirements based on availability of product and forecast;
• Determine the orders that required immediate customer contact for demand requirements;
• Determine allocation of existing inventory based on customer requirement and anticipated supply (plant input) provided by planning;
• Manage escalated expedites with buyers and plants to meet customer requirements;
• Master C3 / C360 / call center etc. tools in daily work;
• Change dates based on planning team provide to improve OTD, let customers know this changes;
• Perform other appropriate functions as directed or requested;

Qualifications:

• Bachelor’s degree in Business , Marketing or English
• 3+ years CSR experience
• Good writing and speaking in English;
• Knowledge of Microsoft Office: Word, Excel, PowerPoint and Outlook;
• Superior customer service, analytical and communication skills;
• SAP knowledge
• C3/C360/Call center skill
• Can-Do attitude and detailed person;
• Good management and leadership skills;

At Eaton, we don’t just want to offer you a job, but a journey and experience. Our goal is to give you the space to find that sweet spot where your passion meets purpose.