Eaton Careers

Customer Service Representative (Logistics) - Lebanon

Beirut, Lebanon
Supply Chain / Logistics

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Job Description

Eaton's Electrical Division has an opening for a:

 

Customer Service Representative

 

Beirut, Lebanon

 

The principle role of Senior Customer Support Representative is to work in conjunction with the Middle East Sales & Supply Chain functions to ensure effective Order Management and overall Customer Service experience 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, documentation & 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 supplies to ensure effective on time completion of customer orders in the Middle East. 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.

The role will also require the candidate to back-up Customer Support Manager in supervising routine daily operations and expected to represent the Manager in customer meetings, management reviews when needed.

The principle role of Senior Customer Support Representative is to work in conjunction with the Middle East Sales & Supply Chain functions to ensure effective Order Management and overall Customer Service experience for our customers in the Middle East.


Essential Functions:

 

·       To respond to a large number of incoming calls & emails, ensuring these are dealt with in a prompt and efficient manner, meeting requirements of Eaton’s commitment to customer.

·       Ensure that Customer Purchase Orders are entered promptly and accurately and order acknowledgements issued within 2 working days

·       Ensure that timely updates are given to customers & sales teams in terms of order status, delivery schedules and so on.

·       To investigate and resolve price / shipping / credit term related queries, also ensuring actions are put into place to prevent further queries.

·       To progress orders and expedite supplies. 

·       To check lead time issues with procurement team and communicate delivery times to customers.

·       To liaise with Distribution centers / Eaton Plants / ME Logistics Team to ensure orders are dispatched and delivered in accordance with customer requirements.

·       Contribute actively in achieving the monthly/yearly sales target for the assigned portfolio.

·       Proactively participate in local projects aiming at improving order management & customer satisfaction.

·       Prepare reports, analysis, presentations for meetings & management reviews.


Qualifications

·       With excellent telecom and direct communication skills across a spectrum of people. In addition, the incumbent must be proficient in IT support packages including Excel, Outlook & Power Point presentation.  Working experience in ERP such as Oracle or SAP will be a definite advantage.

·       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

·       Experience of 8 years or more in export order management highly desirable.

·       Experience in a supervisory role managing a small to medium team of people is an added advantage. 

·       Must be able to manage multiple tasks across the EMEA region.

·       Experience in SAP – SD module

·       Has been involved in customer improvement projects

·       Has interacted or part of customer help desk center.

 

What Eaton offers:

 

·       Competitive compensation and benefits package (Medical Insurance)

·       Challenging projects in dynamic collaborative team

·       Great promotional opportunities  – Eaton encourages internal promotion, whenever possible

·       Excellent working environment – safety and ethic is really important for us

 

About Eaton:

Eaton is a power management company with 2017 sales of $20.4 billion. We provide energy-efficient solutions that help our customers effectively manage electrical, hydraulic and mechanical power more efficiently, safely and sustainably. Eaton is dedicated to improving the quality of life and the environment through the use of power management technologie  and services. Eaton has approximately 96,000 employees and sells products to customers in more than 175 countries.


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
Schedule: Full-time
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

Requisition ID: 050778