Customer Service Representative
Eaton · Hanoi
Eaton is an intelligent power management company dedicated to protecting the environment and improving the quality of life for people everywhere. We make products for the data center, utility, industrial, commercial, machine building, residential, aerospace and mobility markets.
What you’ll do:
The Customer Service & Sales Operations Specialist plays a key role in ensuring excellent customer experience through effective order management, delivery coordination, billing support, and issue resolution. This position serves as the primary point of contact for customers, working closely with Sales, Supply Chain, and external partners to ensure accurate order fulfillment, timely shipments, and customer satisfaction. The role also supports commercial operations through forecasting, reporting, and accounts receivable collection activities.
- Manage customer orders from receipt through delivery, ensuring accuracy and on-time fulfillment.
- Serve as the primary contact for customer inquiries regarding product availability, order status, shipment schedules, and delivery updates.
- Review and process customer orders, ensuring correct pricing, terms, and documentation.
- Prepare and maintain shipping and export documentation, including packing lists and related delivery paperwork.
- Coordinate product replacement requests, investigate product issues, and collaborate with factories and internal stakeholders to achieve timely resolution.
- Prepare and manage documentation related to Letters of Credit (L/C), coordinating with customers, banks, freight forwarders, and chambers of commerce as required.
- Monitor billing activities, verify invoice accuracy, and ensure timely issuance of invoices to customers.
- Support sales operations by maintaining sales forecasts, tracking shipment status, and providing regular reporting.
- Follow up on outstanding receivables and support Accounts Receivable (AR) collection activities.
- Collaborate with Sales and cross-functional teams to continuously improve customer satisfaction and operational efficiency.
Qualifications:
- Bachelor's degree in Business Administration, Supply Chain Management, Engineering, or a related field.
- Minimum 3 years of experience in customer service, sales operations, order management, or commercial support within a manufacturing, industrial, electrical, or related environment.
- Experience processing customer orders, coordinating deliveries, and managing customer inquiries.
- Proficiency in SAP or a comparable ERP system.
- Strong Microsoft Office skills, particularly Excel, Word, and Outlook.
- Good written and verbal English communication skills.
- Strong organizational, multitasking, and time management capabilities.
- Effective problem-solving, customer relationship management, and negotiation skills.
Experience working with EPC (Engineering, Procurement & Construction), channel partners, distributors, or industrial customers.
Knowledge of international trade documentation, export processes, and Letters of Credit.
Experience supporting accounts receivable collection and credit management activities.
Background in the electrical industry or related technical products.
At Eaton, we don’t just want to offer you a job, but a journey and experience. Our goal is to give you the space to find that sweet spot where your passion meets purpose.
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