Eaton Careers

Customer Service Representative

Tijuana, Mexico
Supply Chain / Logistics


Job Description

Responsible for processing and coordination of orders from receipt to shipment to invoicing. Respond to inquiries from customers, salesmen and product management regarding most administrative aspects of the status of customers’ orders or potential orders, (e.g., pricing, shipment status, defects, etc.) in a manner that displays the utmost responsiveness and professionalism, as they may be the customers’ main contact with Eaton.
Exercise judgment and take appropriate action regarding customer and sales force requests on most problems dealing with customer orders and resolve at maximum profit to our operations and service to customers.

Ensure that each customer receives outstanding customer service by providing fast and accurate responses, maintaining solid product knowledge and all other aspects of customer service

Demonstrate a competency level of product, production process and capabilities as well as the SAP order management system.

Exercise judgment in using guidelines established in policies and procedures to make decisions on service issues, such as replacement orders, premium freight shipment, authorizing returns, issuing credits, and limited pricing authority.

Implement the administration of ISO and TS16949 procedures in a consistent fashion.
Issue return goods authorizations and enter replacement orders. Solve problems in invoicing, shortages, incorrect shipments, tracing shipments, and errors in entering orders.

Coordinate with Supply Chain, logistics, and distribution to effectively assist with managing our delivery and fill rate levels to provide the highest level of service to our customers.

Able to analyze and identify On Time Delivery issues and make strategic decisions that balance the needs of the customer with the needs of the business.

Act as a team lead in the Juarez plant and maintain a positive customer centric environment.

Perform other appropriate functions as directed or requested. Maximizes the customer service process in order to gain repeat business and attract new customers through management of an effective organization.


Basic Qualifications:
*The minimum requirements for this position is five years of experience in customer satisfaction within the manufacturing industry.
*Excellent interpersonal skills
*Must possess strong written and verbal communication skills
*Strong computer skills with Excel, Word, PowerPoint, Outlook, and the Internet
*Excellent English skills both written and verbal
*High School Diploma

Position Criteria:
*Effectively present information and respond to questions from groups of managers, clients, and customers via phone, email, and in person.
*Interpret a variety of instructions furnished in written, oral, diagram, or schedule form
*Multitask and handle various responsibilities at a given time under stressful situations
*Possess confidence and a positive assertive attitude

Preferred Qualifications:
*College Degree in Business related field (Business, Marketing, Accounting, Computer Science)
*SAP system knowledge/experience

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: Latin America
Organization: VEH EMB eMobility

Job Level: Individual Contributor
Schedule: Full-time
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

Requisition ID: 056086