Eaton Corporation Associate Customer Support Representative in MM, India
Eaton is a power management company with 2015 sales of $20.9 billion. Eaton provides energy-efficient solutions that help our customers effectively manage electrical, hydraulic and mechanical power more efficiently, safely and sustainably. Eaton has approximately 97,000 employees and sells products to customers in more than 175 countries. For more information, visit www.eaton.com.
The Global Support Services Center (GSSC) serves as the Knowledge and Business Process hub for all divisions of Eaton. GSSC centralizes multiple functional groups into one location which includes Order Management, Pricing, Market Intelligence, CRM Application support and Business Intelligence. Grouped into 3 core service areas of Pricing, Business Analysis and Customer Services, GSSC supports Sales & Marketing function by standardizing processes and leveraging best practices across businesses.
- PRIMARY FUNCTION:*
State the primary function or overall purpose of your position.
Provides Eaton customers, distributors, end users, potential customers and Field Sales with product, delivery, pricing, claims/returns and program information. Manages customer orders, including order entry and order changes. Expedites orders and shipments with operations. Responsible for maintaining accurate customer information, validating price, verifying order terms and conditions, confirming routing rules and entering shipment, quantity and date information. Emphasis is on world class customer service that is a competitive weapon and contributes to the growth of the business.
- ESSENTIAL FUNCTIONS: (Limit yourself to 8-12 statements)*
List the essential functions (i.e. key responsibilities with expected end results) which must be accomplished in order to fulfill the purpose of your position as described above.
Enters new orders from customers through order entry systems, with emphasis on error-free order management and same-day order entry. Enters changes and cancellations from customers through order entry systems, using established business rules. Emphasis is on error-free order management and same-day order entry.
Validate orders in the system against customer order reports on a weekly basis.
Expedites orders to prevent customer line downs or machine downtime. Processes emergency and/or expedited orders and shipments in a timely manner.
Maintains accurate and organized order files, order acknowledgments and customer contact information (including ship-to addresses).
Provides customers and/or distributors with product information or leverages internal resources to fulfill requests.
Proactively communicates in a timely manner with external customers about order verification, order status, pricing and shipment status. Communicates in a timely manner with operations to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests.
Authorizes RMA (Returned Material Authorization) requests and issues RMA numbers. Investigates claims by conducting fact-based investigation and working with operations personnel.
Generates RPS (Marketing Product Specification) requests as required.
Initiates price quotations and routes for approval.
Promotes customer satisfaction and achieves cycle time reduction through team-based problem solving. Occasionally participates in cross-functional teams to solve recurring customer issues.
Fosters an environment which promotes Eaton’s goals and philosophy, encourages continuous improvement and builds customer relationships.
Basic Qualifications (Including Educational Requirements)
Describe any specialized knowledge or skill (e.g., technical, scientific, administrative, managerial) which your position requires :
Any Graduate B.A/B.Com/B.Sc/BBA with at least 55% or more throughout.
Typing speed ( Minimum 30 WPM)
Data entry skills, including proofreading
Excellent communication skills ( Verbal and Written)
Mathematical and reasoning ability.
Proficient in computer applications (MS Word, Excel with exposure to ERP systems, Siebel )
Collaborative and problem solving abilities.
Negotiation and conflict management skills; professional presence
Time management skills
Eaton is a power management company with 2015 sales of $20.9 billion. Eaton provides energy-efficient solutions that help our customers effectively manage electrical, hydraulic and mechanical power more efficiently, safely and sustainably. Eaton has approximately 97,000 employees and sells products to customers in more than 175 countries. For more information, visit www.eaton.com. 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.eaton.com/careers. Eaton is an Equal Opportunity and Affirmative Action Employer. Eaton is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.
JOBTITLE: Associate Customer Support Representative
DIVISION: Corporate Sector