Customer Service Representative Subject Matter Expert

Single PositionView All JobsCustomer Service Representative Subject Matter ExpertQueretaro, Queretaro de Arteaga, MEX, 76120 No longer accepting applications.Job Req ID69317Work TypeHybridDepartmentSalesHiring ProgramNot SpecifiedRelocation AssistanceRelocation from within hiring country onlyEaton’s Corporate Sector division is currently seeking a Customer Service Representative Subject Matter Expert. What you’ll do: Provide single point of contact for commercial support to our distributors and sales engineers and interact frequently with Eaton’s manufacturing plants and warehouses. Candidate should demonstrate the ability to manage multiple tasks. They  should have leadership and organizational skills. They should be able to be the first escalation point within the team to contact plants and warehouses. Proficiency on internal processes. Excellent communication and interpersonal skills.    Job Responsibilities    A. Fulfill order management related activities for distributors B. Drive customer affinity by delivering exceptional Customer Service (meeting or exceeding phone and email metrics as well as team service level agreement)C. Identify and implement process improvementsD. Maintain daily usage of the Customer 360 toolE. Change notice managementF. Facilitate proper and efficient information flow in an effort to meet or exceed customer needs and departmental and division wide performance expectationsG. Ability to handle high-pressure, fast-paced environment requiring diligence to detailH. Proven analytical and critical thinking skillsI. Ability to constructively manage conflicts and discrepancies towards positive resolutionJ. Prioritizing customer demand to assist with improved product flowK. Work with finance team to resolve customer credit requestsL. Strategic Accounts ManagementM. Back Order and Back Log Analysis N. Correct assignment for other Divisions requestO. Portal webs maintenanceP. Be the master trainer of the team.Q. Identify learning opportunity areas for each team member.R. Keep track of the trainings given to the team.S. Quality and process support.T. Support team leader by reviewing each team member’s mailbox to guarantee standard times are met.U. Review and escalate hard to solve cases weekly with team leader.V. Lead weekly meetings with upper management and coworkers.W. Be able to solve team member’s escalations with warehouses and plants. X. Support local management with local tasks and reports.#LI-KL1Qualifications: Education level required     • Bachelor degree from an accredited institutionYears and area of experience required     • Minimum customer interaction experience (4 years) Technical knowledge    • Professional experiencie with SAP• Strong knowledge of Microsoft Office  (word, excel, email, internet)• Advanced English proficiency– Fully bilingual Skills: Soft skills    • Drive for results• Makes Decisions & Solves Problems• Demonstrates a Collaborative Style• Promotes and Champions Change• Business Acumen• Pursues personal development• LeadershipAll positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws. We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.