Customer Service Representative

Job Description

Job Summary  
Provide a short overview of the role.  What is the primary function of this role?
The primary function is to provide world class service to external and internal customers. Responsible for a selected customer base providing end to end customer service, supporting Regional Sales Managers in the field.
   
Job Responsibilities  
List the main functions of the role, being clear and concise (avoid using abbreviations, use short sentences, stress what is unique, emphasize what makes your job and organization special).   If this is a re-evaluation of an existing role, highlight the job responsibilities that are new to the role.
• Prepares and submits quotations, pro-active quotation follow up
• Manages customer orders and progress chasing
• Handles complex customer service issues – problem solving
• Provides basic technical support to the customers and answer technical questions
• Develops strong interaction with internal teams on site and in the field to ensure prompt and accurate responses to customers
• Handles complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution track customer complaint resolution
• Drives continuous improvements on customer service procedures and best practice
• Performs in line with internal KPIs
• Provides reporting
• Identifies and drives opportunities to improve quality of service, productivity and profitability

Qualifications

Qualifications  
Include the most important skills and qualities an applicant needs to have. Only list the essential requirements an applicant must have in order to be successful in the role.  
Education level required  College Degree / Diploma
Years and area of experience required Previous proven experience in a customer focus / service role (3 to 5 years)
Technical knowledge Working knowledge of SAP would be advantageous, Working knowledge of email & excel, Working knowledge of production & logistics processes
Soft skills Excellent Communication Skills, Time management Skills
   
Organizational Chart  
Enter internal job titles and salary bands in all appropriate boxes.  Where there is more than one incumbent with the same title, enter the title only once and list in parenthesis the number of incumbents.
Supervisor Customer Care & Supply Chain Manager
Functional Manager (if applicable) No
Incumbent (if applicable) Tara Lester
Peers (if applicable) Gail Mattey, Angela Pearse
Direct Reports (if applicable) None
Indirect/Functional Reports (if applicable) None

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: Sales

Region: Europe, Middle East, Africa
Organization: LSD Life Safety Division EMEA

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: No