Senior Assistant - Customer Service Representative
About The Position
The Senior Assistant - Customer Service Representative is responsible to assure the servicing of all Americas customers’ accounts regarding administration of their orders. Interface directly with customers, sales force, supply chain or other Eaton Electronics Division team members, and other duties as assigned for the development, implementation and execution of a global product portfolio including the financial strategy, product development and marketing programs to drive profitable sales and margin growth for products in harsh, hazardous and industrial applications. The individual in this role will handle between 60 to 70 phone calls/e-mails per day and respond to inquiries or problems involving stock or order management issues while maintaining customer specific TMS required routing. You will be responsible for adherence to the core Standard Operating Procedures and are responsible for first call/email resolution along with performing other appropriate functions as directed by the Quality Manager.
Requirements
- High School Diploma, GED or equivalent from an accredited institution
- Minimum 3 years’ experience in customer service, order management, or logistics within a distribution environment.
- Advanced proficiency with Microsoft Office, including Excel (VLOOKUP, basic pivots, data validation).
- Experience with SAP, Manhattan, Vista, TMS systems, or similar ERP/WMS platforms.
- No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of Lancaster, TX will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.
- Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.
Nice To Haves
- Associate’s or Bachelor’s Degree from an accredited institution
- Hands-on experience with SAP, Manhattan, Vista, Bid Man, or comparable ERP/WMS/TMS systems.
- Experience routing and troubleshooting LTL/TL shipments and working directly with carriers.
- Background supporting key accounts or strategic customers with strict SLA expectations.
- Experience maintaining or reporting service metrics, including OTD, fill rate, order accuracy, backlog health, and email/phone SLAs.
Responsibilities
- Customer & Sales Support: Respond to customer and Field Sales REP inquiries regarding order status, shipments, defects, and related administrative matters with professionalism and responsiveness. Maintain phone coverage and monitor/respond to the general email inbox. Accurately process customer requests, including PO changes, routing updates, quotes, replacements, credit/billing requests, and complaints.
- Order Management & Issue Resolution: Resolve invoicing issues, shortages, incorrect shipments, shipment tracing, and order entry errors. Exercise sound judgment when addressing customer and sales force requests to achieve optimal customer service and operational profitability. Apply established policies and procedures when making service decisions, including replacement orders and premium freight.
- Logistics, OTD & Performance Management: Analyze and identify On Time Delivery (OTD) issues and make strategic decisions balancing customer and business needs. Perform TMS routing and manage carrier communications for LTL and TL shipments. Maintain site metrics and identify trends impacting performance. Proficiency in Microsoft Office (Excel, Outlook, Word) and systems such as Vista, Manhattan, SAP, and Bid Man.
- Key Account & Operations Coordination: Monitor and support special or key customer accounts based on requirements. Identify opportunities related to standards, specifications, and orders, and communicate improvement opportunities to site Operations. Adjust work hours and work overtime as business needs require.
Benefits
- Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
