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About the Role

The Senior Customer Service Representative will support the day-to-day mentoring and work allocation of the Power Quality Customer Service Team, acting in a second-in-charge capacity. This role also involves managing workloads, ensuring service level agreements (SLAs) are met, and contributing to sales budget targets.

Responsibilities

• Support optimal order management via telephone & emails, including purchase orders, pricing, availability, stock utilization, and customer relationship development.
• Support Eaton's digital first strategy by leveraging and promoting digital solutions.
• Collaborate with product management, finance, sales, and supply chain teams to ensure efficient and quality support for requests.
• Develop and demonstrate sound knowledge of company products, policies, and standards, acting as a subject matter expert and trainer.
• Work in a team environment to achieve customer service SLAs and support the PQ sales team in achieving revenue goals.
• Support key account management and represent the function in meetings and forums.
• Liaise with warehouse, logistics, and supply chain to manage stock levels and ensure on-time deliveries.
• Support customer escalations and investigations to deliver optimal outcomes and provide insights for internal practice improvement.
• Identify and report process and quality issues to management and enter NCRs into quality systems.
• Support the development, training, and ongoing coaching of team members to ensure sound knowledge of company products and processes.

Requirements

• 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.

Skills

• Mentoring
• Coaching
• Leadership
• ERP
• Microsoft Office
• SAP
• Salesforce
• Communication

Location

• Hybrid

Work Type

• Hybrid working

Experience Level

• Senior

Salary/Compensations

• Competitive salary with access to bonus scheme

Benefits

• 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

About the Company

• 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.

Equal Opportunity

• 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.