Senior Customer Service Representative

Eaton is an intelligent power management company dedicated to improving the quality of life and protecting the environment for people everywhere. The Power Quality (PQ) division at Eaton Electrical provides power management solutions including uninterruptable power supplies (UPS’s), surge protective devices, power distribution units (PDU’s), remote monitoring, software, power factor correction, airflow management, rack enclosures and services. We strive for continued success in leveraging technical innovation to develop next-generation solutions.

We are looking for a Senior Customer Service Representative to join our team at Eaton. This role is responsible for supporting the day-to-day mentoring and work allocation of the Power Quality Customer Service Team. You will act in a second-in-charge capacity, taking direction from the PQ Customer Service Team Leader while also contributing to key project initiatives.

In addition, the role will maintain responsibilities as a Customer Service Representative, ensuring workloads are effectively managed, service level agreements (SLAs) are met, and sales budget targets are achieved.

Key Duties

• Supporting optimal order management via telephone & emails including but not limited to purchase orders, pricing and availability, stock utilisation and customer relationship development.
• Supporting Eaton's digital first strategy by leveraging and promoting our digital solutions
• Work directly and collaboratively with product management, finance team, sales and supply chain teams to ensure requests are supported and resolved efficiently and to quality
• Develop & demonstrate a sound knowledge of the company’s products, policies and standards and act as a subject matter expert and trainer as required
• Work in a team environment to achieve all customer service SLA's and support the PQ sales team in achieving revenue goals

• Supporting key account management and represent the function in meetings and forums
• Liaising with warehouse, logistics and supply chain to manage stock levels and to ensure on time deliveries.
• Supporting customer escalations and investigations to deliver optimal outcomes and provide insights to improve internal practices
• Responsible for identifying and reporting process and quality issues to management and entering NCRs into quality systems.
• Supporting with the development, training and ongoing coaching of team members to ensure sound knowledge of the company’s products and processes

Qualifications

• 2-3 years' experience in the electrical or similar complex industries
• Demonstrated mentoring and coaching experience and or previous leadership roles. Intermediate Computer Skills; ERP and Microsoft Office
• ERP experience (SAP & Salesforce preferred)
Exceptional communication skills

What We Offer

• Free on-site parking
• Hybrid working
• Competitive salary with access to bonus scheme
• Inclusive working environment
• Volunteer days
• Outstanding training and development programs for both professional and personal development

We are committed to ensuring equal employment opportunities for all job applicants and employees. Our recruitment processes encourage diversity by utilising a balanced selection criteria regardless of the applicants age, gender, gender identity, ethnicity, religion, sexual orientation, or any other status protected or required by law. Eaton prides itself in truly representing the people within our communities.

If this sounds like you, please send through your application. We look forward to hearing from you!