Customer Scheduling Analyst

What you’ll do

This role serves as the customer’s advocate for Vehicle Group North America customers ensuring that superior levels of customer service are delivered for the assigned account responsibilities. This includes efficient and effective order management that provides on‑time and complete shipments of products. This is achieved through monitoring customer requirements, problem resolution and communicating effectively. Additionally, this includes reviewing inventory availability and coordination of shipments with Eaton manufacturing sites and distribution locations.

Job Responsibilities

• A. Commercial Support: order management, order entry, price checking, order clearing, complaint handling, coordination of delivery and billing.
• B. Interfacing with customers, logistics, manufacturing, sales, pricing and all other internal functions supporting the business.
• C. End-to-end order status management (order fulfilment, customer requests, product changes & returns).
• D. Proactively act to understand and solve customer needs and identify solutions to non‑standard task/queries.
• E. Be the point of reference for customers for all types of commercial requests: solve complex, high impact problems.
• F. Advise and select available products / part numbers for distributors - help guiding them to available products.
• G. Proactively communicate in a timely manner with external customers about order status related requests.
• H. Capability to work in a high call volume environment and quickly address customer needs in real time.
• I. Accept and process sales order schedules and also discrete orders, following established business rules.
• J. Validate orders in the system against customer order reports on a daily basis.
• K. Maintain accurate customer information in ERP systems and customer’s master profile.

Qualifications

Education level required

• Bachelor's degree.

Years and area of experience required

• Minimum 3 years experience in Customer Service, Call center atmosphere and/or Materials related field.
• Manufacturing background is a plus.

Technical knowledge

• ERP (Oracle), business intelligence platforms (Power BI, Qlikview), Microsoft office (Excel, Word, PowerPoint).
• Solid understanding of markets (customers, end customers and competitors) and how our products service those markets.
• Fully bilingual (Must).