Customer Service Representative

EATON-Polimer Kauçuk

Ability to adopt and support business processes & systems
Understanding of Sales and Marketing strategies, as well as business unit goals as outlined 
Data entry skills, including proofreading
Team-oriented problem solving skills and corrective action methodology 
Negotiation and conflict management skills; professional presence
MS Word, Excel, order management (including but not limited to Oracle and MFG/PRO) software programs
Professional phone skills and customer communication skills 
Organization and time management skills
Basic analytical skills
Understanding of ISO procedures for contract management
English  fluency required

İŞ TANIMI

Eaton has an opening for a Customer Service Representative to support its fluid conveyance business in Istanbul, Turkey. The primary responsibility of this position will be to provide Eaton customers, distributors, end users, potential customers and Field Sales with 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. Responsible for strategic, large or complex accounts. Emphasis is on world class customer service that is a competitive weapon and contributes to the growth of the business.

A. Manages strategic, large or complex customer accounts. Partners with customer contacts and Field Sales to provide exceptional service. Acts as a liaison between the customer and Operations.
B. 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. 
C. Accepts and processes written and verbal orders, following established business rules. Generates MPS (Marketing Product Specification) requests as required.
D. Maintains accurate and organized order files, order acknowledgments and customer contact information (including ship-to addresses).
E. Proactively communicates in a timely manner with external customers about order verification, order status, pricing and shipment status. Communicates in a timely manner with operations to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests. 
F. Reports sales trends and customer order activity to Sales, Marketing and other management on a weekly or monthly basis. Assists with market and product forecasting as required. 
G. Promotes customer satisfaction and achieves cycle time reduction through team-based problem solving. Regularly participates in cross-functional teams to solve recurring customer issues.
H. Fosters an environment which promotes Eaton’s goals and philosophy, encourages continuous improvement and builds customer relationships.