Customer Success Technical Specialist / Spécialiste Technique du Succès client

Eaton Corporation•Montreal, QC

4d•CA$69,000 - CA$87,000•Hybrid

About The Position

Eaton’s Electrical sector is currently seeking a Customer Success Technical Specialist to join our team. This position can be based in our Burlington, ON or Lachine, QC facility and offers benefits from day one. The expected annual salary range for this role is $69000 - $87000 a year. Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations. What you’ll do: Responsible for providing support for Eaton customers, distributors, end users, potential customers and Field Sales with technical support and 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. The incumbent is required to manage orders in a fast-paced environment with multiple business systems. The incumbent is empowered to make decisions within defined limits. The position operates in a global business environment, dealing with diverse viewpoints and cultures. The focus is on error-free order management, same-day order entry and process-driven continuous improvement.

Requirements

University degree or college diploma from an accredited institution
Minimum 3 years of customer facing/ customer service support experience with extensive knowledge of ERP/order management systems and CRM tools.
Ability to efficiently navigate multiple systems and product catalogues.
Must be legally eligible to work in Canada without company sponsorship now and in the future.

Nice To Haves

Minimum 2 years of experience in a technical environment.
Minimum 3 years’ experience in the electrical industry.
Knowledge of electrical and mechanical components and systems.
Bilingual in English / French.
Salesforce knowledge is an asset.

Responsibilities

Provide support for Eaton customers, distributors, end users, potential customers and Field Sales with technical support and product, delivery, pricing, claims/returns and program information.
Manage customer orders, including order entry and order changes.
Expedite orders and shipments with operations.
Maintain accurate customer information, validate price, verify order terms and conditions, confirm routing rules and enter shipment, quantity and date information.
Manage orders in a fast-paced environment with multiple business systems.
Make decisions within defined limits.
Focus on error-free order management, same-day order entry and process-driven continuous improvement.
Clearly explain technical information to distributors, understand their needs, and gather and validate technical product information using available resources such as catalogues, websites, and internal resource teams.
Provide regular daily customer service support to customers in a timely manner, including order status verification, pricing, and shipment updates while addressing technical enquiries, and prepare price quotations.
Enter new orders from customers with emphasis on error-free order management and same-day order entry.
Manage order changes and cancellations from customers through multiple order entry systems, using established business rules.
Expedite orders to prevent customer delays.
Process emergency and/or expedite orders and shipments in a timely manner.
Provide customers with price information and technical support.
Maintain accurate and organized order files, order acknowledgments and customer contact information (including ship-to addresses).
Promote customer satisfaction and achieve cycle time reduction through team-based problem solving.
Regularly participate in cross-functional teams to solve recurring customer issues.
Mentor and train coworkers on technical aspects of the product to build their technical acumen.
Collaborate with internal resource teams.