Customer Service

Job summary

Coordinate across functional disciplines in order to achieve the customer satisfaction. Manage the performance against customer requirements in accordance with contract obligations, terms and conditions. Ensure timely and effective communication, as much internal as external to fulfill contract obligations (quality, cost, and on-time delivery). Develop and maintain relationships that can be growth opportunities as a sales force extension. Tobe key account person to management key customer, have enough knowledge of the bidding process and customer billing and improve the relationship between key customer and EATON 

Job summary

•    Give support facilitating and coordinating Customer Service team (as required). 
•    Act as the primary contact to attend the inquiries for assigned customers and is the voice of the customer within the facility.
•    Review contracts to ensure that the Associate Representative (i.e., order administration) is processing orders according to negotiated requirements, including importation and exportation.
•    Entry standard engineering orders.
•    Entry international orders.
•    Daily maintenance to orders.
•    Add/Register new customers in database. 
•    Comply the Eaton Business System (EBS), in foundations, Planning, Growth, Functional Excellence, Assessment and Learning, mainly in the Eaton Business Excellence (EBE); ISO 9001 / ISO 14001 and its tools (such as: Eaton Quality System (EQS), Eaton Lean System and Six Sigma-ELS, HR Operating Review and Employee Survey.
•    Know and comply the Policies: Global Ethics, Values and Philosophy, Management Environmental Safety and Security and Health (MESH).
•    MESH compliance and follow up of policies and goals
•    Support MESH to accomplish goals and objectives related to environment and safety
•    Perform MESH activities
•    Report any act or condition not safe.
•    Responsible for ensuring that the orders are received into the ERP system and/or other support databases.
•    Responsible for ensuring the demand alignment.
•    Responsible for ensuring that the requirements of purchasing system are being fulfilled by the customer´s buyer.
•    Provide continuous feedback to customers, related to order status, in order to accomplish with the customer needs.
•    Coordinate and lead the internal activities of all departments involved in achieving our customer commitments. 
•    Negotiate issues between Eaton and customer, in order to provide fair solutions on both sides.
•    Act as Eaton representative on delivering the plant recovery plans.
•    Negotiate prices, deliveries and administrative terms in order to ensure that the terms are being accomplished according to Eaton policies since the offer is sent until the shipment.
•    Foreign offices administration.  
•    Responsible for delivery list management
•    Coordinate the courier service. 
•    Extended support in foreign commercial offices (Monterrey and Guadalajara) coordinating social prevision requirements (IMSS, INFONAVIT, etc.)
•    Meet any other activity assigned by your supervisor or special requirements of the company.
•    Active participation in continues improvements programs and committees. 

• Electronics Technician and/or computer science preferred.         
• 5+ years of experience working in projects management, engineering or product management,  electrical industry
• Advanced level of Office software: Word, Outlook, Project, Powerpoint & Excel (essential). 
• High skills in Customer Service.
• Ability to develop and maintain customer relationships.
• Incumbent must be detail oriented."