Customer Success Specialist

Eaton Corporation•Burlington, ON

8d•Hybrid

About The Position

Eaton’s ES AMER PCS division is currently seeking a Customer Success Specialist to join our EatonCare team. This permanent hybrid position is based out of our Burlington, ON Eaton and offers benefits from day one. Who we are: Eaton’s Electrical Sector is a global leader in providing innovative electrical solutions. We power the world around us, including our homes, schools, hospitals, retail stores, factories, data centers, and more. You will be part of the EatonCare Canada team, committed to providing exceptional customer service to all our customers, from answering to their enquiries to assisting with their concerns in a professional and timely manner. Joining EatonCare Canada means being part of a dynamic and supportive team that is committed to professional growth and development. As a Customer Success Specialist, you will not only leverage your customer service skills in a fast-paced environment but you will have the opportunity to build a knowledge of the electrical industry, preparing you for a successful career in Eaton.

Requirements

College diploma or university degree from an accredited institution
Minimum 1 year of customer facing/ customer service support experience
Ability to work an 8.5-hour shift with flexible start times between 9:00 AM and 10:00 AM
Must be legally eligible to work in Canada without company sponsorship now and in the future
No relocation provided
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

Nice To Haves

Bilingual French & English proficiency
Knowledge of Global Vista, Oracle / Sterling platforms
Working knowledge of BidManager software
Knowledge of electrical and mechanical components and systems

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