Senior Customer Service and Applications Specialist
Eaton · Gdańsk
Eaton’s Electrical sector is currently seeking a Senior Customer Service and Applications Specialist to join our team in Gdańsk, Poland.
The role offers a hybrid working model, with the possibility of working remotely one day per week.
What you’ll do:
The Senior Customer Service and Applications Specialist is rResponsible for customer order fulfilment, delivery coordination, and support of digital customer solutions. Managed order processing, shipment execution, and customer communication while collaborating with internal and external stakeholders to ensure high service levels. Supported EDI processes, digital ordering platforms, and continuous improvement initiatives to enhance customer experience and operational efficiency.
- Monitor customer orders, product availability, delivery schedules, and shipment execution in SAP to ensure timely and accurate order fulfilment.
- Review and manage open order lines, delivery documents, and packing statuses in SAP to support efficient delivery operations.
- Coordinate deliveries by closely cooperating with customers, warehouses, carriers, and internal stakeholders to resolve issues and maintain service levels.
- Prepare delivery requests, shipping documentation, pallet summaries, and customer delivery notifications.
- Verify transport plans, loading schedules, and shipping documentation to ensure delivery readiness and accuracy.
- Monitor delivery progress and proactively identify and resolve potential issues related to supply, transport, or order execution.
- Support order fulfilment activities by monitoring stock availability and delivery commitments.
- Ensure accurate and timely communication regarding shipment status and customer delivery expectations.
- Support Order Center users by handling account-related requests, access issues, and incident reporting.
- Analyze and coordinate the resolution of EDI-related issues and support customer onboarding to electronic ordering solutions.
- Maintain accurate system data and support continuous improvement of customer-facing digital processes.
- Provide operational support for customer-facing digital channels, including AOE, API Direct Connect, Salesforce, and eCommerce solutions, by coordinating deployments, resolving user issues, monitoring usage, and promoting adoption of self-service tools.
Qualifications:
- University degree in logistics, supply chain, business administration, information systems, or related field.
- Experience in customer service, logistics, order management, sales operations, or application support.
- Good knowledge of SAP and order fulfilment processes.
- Understanding of transport, delivery, and customer logistics processes.
- Proficient in Excel.
- Experience with EDI, Salesforce, eCommerce, API integrations, or digital ordering solutions would be an advantage.
- Experience in problem solving, incident management, and process improvement.
- Very good written and spoken English.
- Ability to work effectively in an international environment.
- Basic cost awareness related to transport organization and delivery optimization.
Skills:
- Strong analytical and problem-solving skills.
- Customer-oriented mindset and excellent communication skills.
- Ability to manage multiple priorities and meet deadlines.
- Systematic, proactive, and accurate approach to work.
- Attention to detail and accuracy in data verification and reporting.
- Knowledge of SAP transactions and order fulfilment processes.
- Experience with Power BI and data analysis tools.
- Understanding of EDI concepts and digital customer integrations.
- Knowledge of Salesforce and customer relationship management systems.
- Independence in making operational decisions and escalating issues when needed
- Continuous improvement mindset.
- Stakeholder management and cross-functional collaboration skills.
- Risk anticipation and quick response to changes.
- Ability to work independently while maintaining strong team collaboration
What we offer:
- Medical care for all employees paid by employer and optional for immediate family.
- MULTISPORT card for employees (a split cost option) and optional for immediate family
subsidies for various activities - (Company Social Benefits Found - ZFSS).
- PPE program (Employee Pension Plan) – available after 1 year of work and, if chosen the basic option, fully financed by the employer
- Accident insurance (incl. at work and on the way to/from work);
- Group accident insurance (NNW) available to purchase, on preferential terms.
- Flexible working solutions
- Collaborative Culture: A team-oriented environment where innovation and collaboration drive success.
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All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws.
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.