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Customer Service Representative
The principle role of the DDC Customer Support Coordinator is to work in conjunction with the Middle East Sales & Logistics functions to ensure effective order management for our customers in the Middle East.
The role will be working as part of a busy regional team and will play a key part in the organization. Functions of the role will include customer order processing, coordination, expediting & communication. The role will require the successful candidate to deal with a large number of incoming calls and emails and will be expected to deal with customers, interact with other departments, handle queries, order progression and expediting of product to ensure effective completion on time for customer orders in the Middle East in a professional manner. Overall objective is SPOC (Single Point of Contact) for customers and management of their orders and be the VOC (Voice of Customer) internally within Eaton.
a. To respond to a large number of incoming calls & emails, ensuring these are dealt with in a prompt and efficient manner, meeting the requirements of the department, and Eaton’s commitment to the customer.
b. Ensure that Customer Purchase Orders are entered promptly and accurately and order acknowledgements issued within 2 working days
c. Ensure that timely updates are given to customers & sales teams, in terms of order status & so on.
d. To investigate and resolve price / shipping / credit term related queries, also ensuring actions are put into place to prevent further queries.
e. To progress orders and expedite product. Co-ordination of Customer Purchase orders in a proactive manner.
f. To check delivery time issues with materials planning and communicate delivery times to the customers.
g. To liaise with the Distribution centers / Eaton Plants / ME Logistics Team to ensure customer orders are dispatched and delivered in accordance with customer requirements.
h. Contribute actively in achieving the monthly/yearly sales target for the assigned portfolio.
i. Proactively participate in local projects aiming at improving order management & customer satisfaction.
The position is required to filled in-order to take PQ order processing responsibility from France to DDC.
Being closer to the customers in the region, this position is expected to improve the speed, reliability and quality of order management process and thereby guaranteeing a high customer satisfaction.
Order Acknowledgements issued within 2 working days
Order Status sent on weekly basis
Orders entered with zero errors
Excellent telecom and direct communication skills across a spectrum of people. In addition, the incumbent must be proficient in IT support packages including Excel and Outlook.
Knowledge of the Middle East Electrical Distributor industry would be advantageous but not essential.
The incumbent must have a ‘can do’ attitude and a work ethic that encourages teamwork and exceeds goals. Have the ability to manage multiple tasks and ensure proactive follow up on all actions to meet customer requirements.
• Advanced analytical skills.
• Extended knowledge in English language is mandatory.
• Ability to speak Arabic is an advantage but not essential
• 5 years experience or more with in export order management highly desirable.
• Must be able to manage multiple tasks across the EMEA region
The role will allow the incumbent to express their opinion, and will actively be encouraged to continue to look at improvements to benefit the value add of the Customer Service function.
• Ability and willingness to objectively tackle complex operational challenges.
• Good influencing, networking and teamwork skills
• Knowledge of Arabic Language (Advantage)
Candidate must be:
• Self directing and self motivating
• An active change agent who is willing to take an appropriate amount of risk.
• Multi-task orientated and able to follow up on these tasks.
• An individual with a strong sense of urgency
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.
Job: Supply Chain / Logistics
Region: Europe, Middle East, Africa
Organization: Middle East
Job Level: Individual Contributor
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes
Does this position offer relocation?: No
Travel: Yes, 10 % of the Time