Bilingual Customer Service Representative, EatonCare

Job Description

Eaton is looking for a Bilingual Customer Service Representative, EatonCare. The position is located at our Burlington, ON facility.

Position Overview:

The Customer Service Representative will be responsible for providing Eaton customers, distributors, end users, potential future customers and Field Sales with technical support and product, delivery, pricing, claims/returns and program information. The incumbent will also manage customer orders, including order entry and order changes, and will expedite orders and shipments with operations.

Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours

In this function you will:
  • Serve as a key point contact for all product related activities that are handled through the EatonCare Customer Service Centre (pre-order/present-order/post-order).

  • Provide telephone support for order entry, order expedites, special shipments as well as any other inquiries related to shelf-good products.

  • Enter new orders from customers through multiple order entry systems, with emphasis on error-free order management and same-day order entry. Enter changes and cancellations from customers through multiple order entry systems, using established business rules.

  • Provide product selection and identification for new applications, as well as cross reference for old-to-new and for competitors’ products.

  • Responsible for maintaining accurate customer information, validating price, verifying order terms and conditions, confirming routing rules and entering shipment, quantity and date information.

  • Proactively communicating in a timely manner with external customers about order verification, order status, pricing and shipment status. Communicates in a timely manner with supply chain to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests.

  • Manage orders in an environment within a fast-paced and changing environment across multiple business systems.

  • Provide cross-functional support to our logistics and supply chain department as well as warehouses across Canada.

  • Extensive knowledge of business processes and systems to excel at the following: expedite orders to prevent customer line downs or machine downtime; process emergency and/or expedited orders and shipments in a timely manner; provide customers and/or distributors with product information; and prepare price quotations.

  • Maintain accurate and organized order files, order acknowledgments and customer contact information (including ship-to addresses).

  • Promote customer satisfaction and achieves cycle time reduction through team-based problem solving. Regularly participates in cross-functional teams to solve recurring customer issues.

  • Participate in the after-Hours Emergency Pager rotation (as assigned).  Perform all job functions with adherence to Eaton’s Philosophy and Values as well as the Safety

When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.


Required (Basic) Qualifications:
  • Bilingual in French and English
  • Bachelor’s degree or a Diploma from an accredited institution

  • A minimum of 1-year customer facing / customer service support experience

  • Ability to work in Canada without company sponsorship. Candidates must reside within 80 km from Burlington, ON to be considered.

Preferred qualifications:
  • 2 years’ experience in the electrical industry
  • Strong computer skills and highly proficient in Microsoft applications
  • Knowledge of Global Vista, Oracle / Sterling platform
  • Working knowledge of BidManager software
  • Ability to multitask and work in a fast-paced environment
  • Knowledge of electrical and mechanical components and systems
  • Effective time management and strong analytical skills Excellent interpersonal skills (verbal and written communication)
  • Proficient in creative problem solving, conflict resolution and managing priorities
  • The position operates in a global business environment, dealing with diverse viewpoints and cultures

Position Criteria:

  • Proven analytical and problem-solving skills.

  • Ability to work in a matrix environment, get results and drive change through others.

  • Effective oral and written communication skills as well as planning and organizational skills.

  • Ability to manage by influence through solid relationships and process focus

  • Ability to effectively present results and recommendations to senior-level executive team.


Eaton has in place accessibility policies for accommodating employees with disabilities. If you are selected for an interview and require accommodations, please let the recruiter or hiring manager know so that we can work to make reasonable adjustments that best suit your needs. Accessibility information may be found at:  


Eaton is a power management company with 2016 sales of $19.7 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 technologies and services. Eaton has approximately 95,000 employees and sells products to customers in more than 175 countries. For more information, visit At Eaton we see things differently. We see opportunities to innovate, go above and beyond, and we work hard because what we do reflects who we are. If you see things differently – if you’re determined, motivated and focused on improving the world around you – then it’s time to see where a career at Eaton can take you. For more information visit www.

Job: Sales

Region: North America – Canada
Organization: ESSG CA Canada

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