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.

A.Oversee and own order sources which are Site-specific mailboxes and customer portals to obtain Purchase orders.

B. 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.

C. Complete order requirements and check the price and quantity of each item listed and then Process or load orders from customers in ERP systems like MFGPRO or Siebel C360 with a high level of attention to detail.

D. Highlight any discrepancy in price, ship to locations, legal entity, etc. to customer/site stakeholders and ask for an amended PO.

E. Analyses, qualifies, and completes Change Order Requests

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

G. Provides product information or leverages internal resources to fulfill requests.

H. Update SOs to reflect the date of corresponding POs for indent sales orders.

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

J. Maintains accurate and organized order files, and order acknowledgments.

K. Proactively communicates in a timely manner with external customers about the order verification, order status, pricing, and shipment status.

L. Communicates in a timely manner with operations to verify lead times, schedule customer orders according to their delivery needs, and communicate special handling requests.

M. Archive Purchase order Sales order acknowledgment in a central repository to fulfill compliance requirements.

N. Process orders and quotes in accordance with service-level agreements with site stakeholders.

O. Work toward achieving a high level of internal and external customer satisfaction and always ready to adapt as per customers requirements.

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

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

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

S. Should be able to Multitask and efficiently maneuver through different processes

T. Should be able to train and impart process knowledge to the new hires.

U. Should be able to suggest process improvement ideas.

V. Should be able to support non-core but important various reports to sites & stakeholders.

W.Should be able to act as a SPOC for micro sub-processes.

Qualifications

Graduate/Postgraduate

Minimum 2 years experience in Customer Service, Call center atmosphere and or Materials related field.

Skills

1. Understanding of Eaton's business processes & systems

Data entry skills, including proofreading
Knowledge of ERP (Oracle), business intelligence platforms (Power BI, QlikView), order management (including MFG/PRO & Pharos) software programs
Microsoft office (Excel, Word, PowerPoint
Keyboarding skills required – typing and 10-key. Minimum speed 35 WPM
Solid understanding of markets (customers, end customers, and competitors) and how our products service those markets.

1. 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

Associate Customer support representative

Customer Support Representative