Customer Service and Components Manager- EatonCare

工作内容

Eaton’s Electrical Sector is currently seeking Customer Service and Components Manager -EatonCare for our Burlington head office.

Position Overview

The Customer Service and Components Manager oversees the day-to-day department functions and continuous improvement of Shelf goods/Customer Service to maximize technical support and customer satisfaction while meeting internal productivity, financial order management, milestone dates, and sales objectives. The Customer Service and Components Manager is responsible for supporting the Custom Projects and Customer Success Manager in leading the Customer Service Agents within the scope of departmental responsibility such as order entry, application support, purchase/resale order management, expediting, call center effectiveness, cross reference requests, price list processing, and technical product interpretation.

Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It’s where bold, bright professionals like you can reach your full potential and where you can help us reach ours.

In This Function You Will

• Provide training for new customer service team members
• Direct workflow within the team
• Review, implement and coordinate process improvements within the customer service centre and within the rest of the Projects team to increase efficiencies and effectiveness
• Utilize customer relationship management software (CRM) to document customer interactions
• Direct post-sale order management, maximize technical support and customer satisfaction while meeting internal productivity and financial order management
• Drive, plan, and measure performance of CSC in conjunction with sales and operations, toward best-in-class service in the electrical industry
• Produce monthly metrics regarding orders, call volumes, etc. Inclusive of customer data & analytics as needed
• Liaison between outsourcing contractors (such as Pune or Queretaro) in order to improve team efficiency and effectiveness
• Monitor average call length, overall team volume and individual calls to ensure quality
• Build organizational capability within the customer service team (develop skills, develop recruiting strategy for team & possible talent pool for other departments within Eaton)
• Establish and maintain relationships with counterparts within EatonCare in order to ensure sharing of best practices and representing Canadian interests in ongoing projects
  

When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.

Qualifications

Required (Basic) Qualifications:

• University degree from an accredited institution
• Minimum 5 years’ experience in a customer service and / or call center environment
• Must be legally eligible to work in Canada without company sponsorship now and in the future
• No relocation provided
  

Preferred Qualifications

• Bilingual (French & English)
• Previous marketing experience in the form of a sales engineer, product engineer or product/technical specialist
  

Position Criteria

• Extensive knowledge of electronic tools, data analytics, Office 365, PowerBI & call center software
• Strong leadership, development, motivation skills, and complete understanding of position relative to Eaton’s business model and philosophy
• Superior knowledge of call center performance, sales techniques, customers, and customer relations
• Advanced working knowledge of MS Office skills; PowerPoint, Excel, Outlook
  

We provide benefits that are industry competitive and focused on employee well-being. Listed below are programs that are offered globally, but program availabilities may vary by site.

• Flexible work options to help balance work/life demands (at participating Eaton sites)
• Healthcare/retirement savings programs
• Competitive compensation packages to reward skills and performance
• Tuition assistance or financial help for ongoing learning and development
• Health, Dental, Vision & Wellness programs
• Donation matching (U.S., Canada, Puerto Rico)
  

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Eaton has in place accessibility policies for accommodating employees with disabilities. If you are selected for an interview and require accommodations, please let the recruiter or hiring manager know so that we can work to make reasonable adjustments that best suit your needs. Accessibility information may be found at: http://www.eatoncanada.ca/EatonCA/OurCompany/Accessibility/index.htm

What you will get from us

Eaton’s mission is to improve the quality of life and the environment through the use of power management technologies and services. We provide sustainable solutions that help our customers effectively manage electrical, hydraulic and mechanical power – more safely, more efficiently and more reliably. Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours. Eaton’s 2020 revenues were $17.9 billion, and we sell products to customers in more than 175 countries. We have approximately 85,000 employees.

We make work exciting, engaging and meaningful for our employees through our dedication to tackling some of the toughest power management challenges on the planet and by never losing sight of what matters. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We pledge to always foster a diverse and inclusive environment, including inclusion resource groups that bring together employees who share a common purpose, interest or background. In the past year, our company has received top employment recognition by the Human Rights Campaign and almost fifty percent of our Board of Directors represented diverse groups. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.

We have demonstrated our passion for sustainability with the recent announcement of cutting carbon emissions from the company’s operations by at least 50 percent by 2030. We are ethical, passionate, accountable, efficient, transparent and committed to learning. We are confident we can deliver on our promise to improve the quality of life and the environment because of the attributes that our employees embody.

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Job: Sales

Region: North America – Canada

Organization: ESSG CA Canada

Job Level: Manager

Schedule: Full-time

Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No

Does this position offer relocation?: No

Travel: Yes, 10 % of the Time