Customer Service Representative
Eaton · Shanghai
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:
Serves as the key operational interface between customers, sales, internal functions, and regional or global plants.
Manages the customer service cycle from quotation and order entry through delivery, shipment, invoicing, payment follow-up, and after-sales support.
The position aims to deliver a best-in-class customer experience, protect order-to-cash process quality, and contribute to profitable business growth while complying with Eaton policies, ITD sales processes, export control requirements and applicable quality procedures.
Collaborating sales team and internal various functional teams and reginal or global plants to achieve business and meet customer requests
- Quotation management: Prepare and process requests for quotation, coordinate pricing or technical input with Sales and relevant functions, communicate quotations to customers, maintain customer price information where applicable, and proactively follow up quotation status.
- Contract review and order entry: Review customer purchase orders against quotations, contracts, pricing, Incoterms, payment terms, delivery requirements, and compliance requirements; create and maintain sales orders accurately in the ERP system. Manage customer requests for order changes, cancellations, pull-ins, push-outs, quantity changes, and other amendments.
- Backlog and delivery management: Review backlog regularly, monitor committed delivery dates, coordinate priorities with supply chain and plants, communicate delivery acknowledgements and changes, and provide customers with timely explanations and recovery actions when delivery is at risk.
- Shipping coordination: Coordinate stock allocation and shipping instructions with warehouse and logistics teams; support standard and customer-specific shipping requirements, documentation, customer portals, delivery notes, and shipment notifications.
After sales services
- Customer complaints and returns: Act as the first operational contact for delivery, invoicing, quality, or service complaints; register and coordinate RMA, repair, replacement, or credit-related actions with Quality and other functions; provide customers with updates through closure.
- Payment follow up: Support a clean and compliant order-to-cash process by verifying billing readiness, resolving invoice discrepancies, following specific payment or letter-of-credit requirements, and coordinating with Finance on overdue or blocked items.
Team Management & Development
• Process compliance and continuous improvement: Ensure Eaton and ITD policies, work instructions, sales processes, export control requirements and applicable quality management procedures. With the support of the Quality System team from Souriau India assure that customer service activities are in line with ISO 9100 / EN9100 requirements
Qualifications:
- Requires an associate degree, bachelor’s degree, or equivalent relevant education. Engineering, business, supply chain, international trade, or related discipline is preferred.
- Requires a minimum of 3 years of relevant experience in customer service, sales administration, order management, or a related commercial function.
- Requires strong customer focus and practical knowledge of quotation, contract review, sales order processing, backlog management, delivery follow-up, shipping, invoicing, returns, and complaint coordination.
- Requires strong attention to detail, structured and methodical working style, effective prioritization and problem-solving skills, and the ability to adapt and perform effectively under pressure with continuous-improvement mindset.
- Requires proficiency in Microsoft Office, especially Excel, Outlook, and Word; with practical using ERP systems and customer portals. Experience with MfgPro, SAP or equivalent ERP systems is preferred.
- Requires the ability to work effectively in a team environment and collaborate across functions.
- Requires effective written and verbal communication with customers and cross-functional teams in China and overseas. Fluent written and reading English and workable spoken English are required, together with Chinese proficiency appropriate for local customer support.
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.