Customer Success Specialist
Eaton
Burlington, ONCA
9h ago

Position Overview

Responsible for providing support for Eaton customers, distributors, end users, potential customers and Field Sales with technical support and product, delivery, pricing, claims / returns and program information.

Manages customer 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.

The incumbent is required to manage orders in a fast-paced environment with multiple business systems. The incumbent is empowered to make decisions within defined limits.

The position operates in a global business environment, dealing with diverse viewpoints and cultures. The focus is on error-free order management, same-day order entry and process-driven continuous improvement.

In this function you will :

  • Provide technical support to channel partners, independent and retail customers
  • Proactively communicate in a timely manner with external customers regarding; order verification, order status, pricing and shipment status
  • Mentor and train coworkers on technical aspects of the product to build their technical acumen
  • Enters new orders from customers through multiple order entry systems, with emphasis on error-free order management and same-day order entry.
  • Manage order changes and cancellations from customers through multiple order entry systems, using established business rules.

    Emphasis is on error-free order management and same-day order entry

  • Applies extensive knowledge of business processes and systems to excel at the following : expedite orders to prevent customer delays;
  • process emergency and / or expedite orders and shipments in a timely manner; provide customers with price information

  • Provide technical product information; and prepare price quotations for customers and distributors
  • Maintains accurate and organized order files, order acknowledgments and customer contact information (including ship-to addresses)
  • Promotes customer satisfaction and achieves cycle time reduction through team-based problem solving. Regularly participates in cross-functional teams to solve recurring customer issues
  • When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we as individuals and as a company are stronger.

    Qualifications

    Required (Basic) Qualifications :

  • University degree or college diploma from an accredited institution
  • Minimum 3 years of customer facing / customer service support experience
  • Must be legally eligible to work in Canada without company sponsorship now and in the future
  • No relocation provided
  • Preferred qualifications :

  • Minimum 5 years’ experience in the electrical industry
  • Bilingual in English / French communicate fluently in French with the customers and sales and English with all other supporting functions
  • Action Product Quality and Availability issues with internal partners
  • Knowledge of Global Vista, Oracle / Sterling platform
  • Working knowledge of BidManager software
  • Knowledge of electrical and mechanical components and systems
  • Position Criteria :

  • Ability to multitask and work in a fast-paced environment
  • Effective time management and strong analytical skills
  • Excellent interpersonal skills (verbal and written communication). Communicate with administrative, operations and supervisory staff as required
  • Proficient in creative problem solving, conflict resolution and managing priorities
  • Strong computer skills and highly proficiency in Microsoft Office suite applications
  • We provide benefits that are industry competitive and focused on employee well-being. Listed below are programs that are offered globally, but program availabilities may vary by site.

  • Flexible work options to help balance work / life demands (at participating Eaton sites)
  • Healthcare / retirement savings programs
  • Competitive compensation packages to reward skills and performance
  • Tuition assistance or financial help for ongoing learning and development
  • Health, Dental, Vision & Wellness programs
  • Donation matching (U.S., Canada, Puerto Rico)
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