Eaton's ES AMER PCS division is currently seeking a Bilingual Customer Service Specialist. This position can be based at our Burlington, ON headquarters or Lachine, QC manufacturing facility and offers a hybrid working schedule.
What you'll do:
Position Overview:
Responsible for providing bilingual support to 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.
Additional Responsibilities:
- 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
- Enters new orders from customers through multiple order entry systems, with emphasis on error-free order management and same-day order entry. Enters 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 communicates 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
- Applies 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
- Maintains accurate and organized order files, order acknowledgments and customer contact information (including ship-to addresses)
- Promotes customer satisfaction and achieves cycle time reduction through team-based problem solving. Regularly participates in cross-functional teams to solve recurring customer issues
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Qualifications:
Basic (required) Qualifications:
- University degree or college diploma from an accredited institution
- Bilingual in English / French - will be required to communicate fluently in French with the customers and sales and English with all other supporting functions
- Minimum 1 year of customer facing/ customer service support experience
- Must be legally eligible to work in Canada without company sponsorship now and in the future
- No relocation provided. Must currently reside within 80km of the posted working locations to be considered
Preferred qualifications:
- Knowledge of ERP (Oracle / Sterling platform preferred)
- Working knowledge of Microsoft Office
- Knowledge of electrical and mechanical components and systems
- Previous experience working in a call center environment
Position Criteria:
• Ability to multitask and work in a fast-paced environment
• Effective time management and strong analytical skills
• Excellent interpersonal skills (verbal and written communication). Communicate with administrative, operations and supervisory staff as required
• Proficient in creative problem solving, conflict resolution and managing priorities
• Strong computer skills and highly proficiency in Microsoft Office suite applications
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.