Eaton Corporation Customer Experience Representative in Escobedo, Mexico
The primary function of the Customer Experience Representative – Inside Sales & Customer Support will be to serves as the customer advocate OEM customers ensuring superior levels of customer satisfaction are delivered through effective inside sales techniques, order management, and problem resolution. Ensures division sales goals, customer satisfaction goals and internal requirements are achieved for assigned account responsibilities. Utilizes product and customer knowledge, available business intelligence tools and sales and marketing programs to maximize sales. Delivers superior same day service on truck down orders to maximize customer up-time goals.
Drives efficient and accurate order placement for emergency (Truck Down) customer orders and customer engagement for achieving maximum customer satisfaction.
Fulfill order management related activities for OEM customers
Drive customer affinity by delivering exceptional Customer Service (meeting or exceeding phone and email metrics as well as team service level agreement)
Develops an in-depth understanding of Division products, markets and customer channels
Leads communication between customer and Eaton on emergency orders, shipments, product returns, marketing programs and resolving operational issues and customer complaints.
Promotes continuous process improvement within role and department to maximize efficiencies, effectiveness, quality, and customer satisfaction.
Maintain daily usage of the Customer 360 tool
Facilitate proper and efficient information flow in an effort to meet or exceed customer needs and departmental and division wide performance expectations
Ability to handle high-pressure, fast-paced environment requiring diligence to detail
Proven analytical and critical thinking skills
Ability to constructively manage conflicts and discrepancies towards positive resolution
Prioritizing customer demand to assist with improved product flow
Fosters a team approach to problem solving and ensuring appropriate customer coverage is maintained.
Demonstrates ability to represent the Aftermarket Customer support Group both internally and externally.
Effectively escalates issues and problems, along with proposed solutions, to management.
Communicates customer requirements at all levels in the organization.
Interacts daily with sales, marketing, operations, 3rd party logistics providers and forecasting/material management to ensure performance is achieved.
• Four year degree from an accredited institution required
• Minimum customer interaction experience (2 year)
• Ability to speak, write, and read English
• Strong written and verbal communication skills
• Knowledge of CRM software and Oracle ERP
• Strong knowledge of Microsoft Office (word, excel, email, internet)
• Knowledge of Siebel and related applications
• Candidate must have excellent time management, organization, communication and computer skills
• Strong work ethic, flexibility, and a desire to actively contribute to the group’s success
• Ability to prioritize multiple tasks
• Team player
• Strong professional presence
• Ability to travel up to 10%
We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters.
We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.
Region: Latin America
Organization: VEH NAT North America Truck
Job Level: Individual Contributor
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: No
Travel: Yes, 10 % of the Time
Eaton is an Equal Opportunity and Affirmative Action Employer. Eaton is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.