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.

Join Our Team: Making a Difference at Eaton

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.

Position Overview

Responsible for providing support to Eaton customers, distributors, end users, potential future customers and Field Sales mostly located in British Columbia with technical support and product, delivery, pricing, claims/returns and program information. The incumbent will also manage customer orders, including order entry and order changes, and will expedite orders and shipments with operations.

ESSENTIAL FUNCTIONS:

• 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

Qualifications:

BASIC REQUIRED QUALIFICATIONS:

• 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

PREFERRED QUALIFICATIONS:

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

What will make you successful?

• 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

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.

We know that good benefit programs are important to employees and their families. 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. Click Benefits at Eaton Canada / Avantages sociaux chez Eaton Canada for more detail. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.