📍 Job Overview

• Job Title: Associate Customer Support Representative
• Company: Eaton Corporation
• Location: Pune, Maharashtra, India
• Job Type: On-site, Full-time
• Category: Customer Support
• Date Posted: June 10, 2025
• Experience Level: 2-5 years
• Remote Status: On-site

🚀 Role Summary

• The Associate Customer Support Representative is responsible for managing orders, providing product and program information to internal stakeholders, and ensuring world-class customer service.
• This role requires a strong understanding of Eaton's business processes and systems, as well as excellent data entry and communication skills.
• The ideal candidate will have experience in customer service or a related field and be able to quickly adapt to change and manage multiple priorities.

📝 Enhancement Note: This role is crucial for maintaining customer satisfaction and contributing to the growth of Eaton's business. The successful candidate will have a significant impact on Eaton's customer support operations and will play a vital role in ensuring that customers receive accurate and timely information.

💻 Primary Responsibilities

• Order Management: Oversee and own order sources, receive, review, and complete purchase orders (PO) and PO modifications in ERP systems, process orders from customers, and update sales orders (SO) to reflect the date of corresponding POs for indent sales orders.
• Customer Communication: Proactively communicate with external customers about order verification, order status, pricing, and shipment status, and communicate with operations to verify lead times and schedule customer orders according to their delivery needs.
• Order Expediting: Expedite orders and shipments with operations to prevent customer line-downs or machine downtime, and process emergency and/or expedited orders and shipments in a timely manner.
• Product Information: Provide product information or leverage internal resources to fulfill requests, and analyze, qualify, and complete change order requests.
• Process Improvement: Promote customer satisfaction and achieve cycle time reduction through team-based problem-solving, foster an environment that promotes Eaton's goals and philosophy, and encourage continuous improvement.
• Reporting: Process orders and quotes in accordance with service-level agreements with site stakeholders, and work toward achieving a high level of internal and external customer satisfaction.
• Training and Support: Train and impart process knowledge to new hires, support non-core but important various reports to sites and stakeholders, and act as a single point of contact (SPOC) for micro sub-processes.

📝 Enhancement Note: This role requires a high level of attention to detail, strong organizational skills, and the ability to multitask and efficiently maneuver through different processes. The successful candidate will be able to work in rotational or fixed night shifts and adapt to change quickly.

🎓 Skills & Qualifications

Education: Graduate or Postgraduate degree

Experience: Minimum 3 years of experience in customer service, call center atmosphere, and/or materials-related field

Required Skills:

• Understanding of Eaton's business processes and systems
• Data entry skills, including proofreading
• Knowledge of ERP (Oracle), business intelligence platforms (Power BI, QlikView), and order management (including MFG/PRO and Pharos) software programs
• Microsoft Office (Excel, Word, PowerPoint)
• Keyboarding skills (typing and 10-key) – minimum speed of 35 WPM
• Solid understanding of markets (customers, end customers, and competitors) and how Eaton's products service those markets
• Organization and time management skills
• Mathematical skills
• Reasoning ability
• Problem-solving skills
• Phone skills and customer communication skills
• Out-of-the-box thinking
• Ability to quickly adapt to change and successfully manage urgent/high and multiple priorities
• Understanding of Eaton Business Excellence Award (EBEA) requirements

Preferred Skills:

• Experience working in rotational or fixed night shifts
• Ability to multitask and efficiently maneuver through different processes
• Ability to train and impart process knowledge to new hires
• Ability to suggest process improvement ideas

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits (N/A for this role)

🎯 Team & Company Context

Company Culture: Eaton Corporation is a global technology leader in power management solutions, providing innovative and reliable products and services to customers in more than 175 countries. Eaton's diverse team of 97,000 employees is dedicated to delivering high-quality products and exceptional customer service.

Team Structure: The Customer Support team at Eaton is responsible for managing customer orders, providing product and program information, and ensuring world-class customer service. The team consists of experienced professionals who work collaboratively to achieve customer satisfaction and contribute to Eaton's business growth.

Development Methodology: Eaton's Customer Support team follows a structured approach to order management, customer communication, and process improvement. The team uses ERP systems, business intelligence platforms, and order management software to streamline processes and ensure accurate and timely information.

Company Website: eaton.com

📝 Enhancement Note: Eaton Corporation is a large, global organization with a strong focus on innovation and customer satisfaction. The successful candidate for this role will have the opportunity to work with a diverse and experienced team, contribute to Eaton's business growth, and develop their skills and career within the organization.

📈 Career & Growth Analysis (N/A for this role)

🌐 Work Environment

Office Type: Eaton's Pune office is a modern, collaborative workspace designed to support the needs of its diverse team of professionals. The office features state-of-the-art technology, comfortable workspaces, and amenities to support employee well-being and productivity.

Office Location(s): Eaton's Pune office is located in Pune, Maharashtra, India.

Workspace Context:

• Eaton's Pune office provides a collaborative work environment that fosters cross-functional team interaction and knowledge sharing.
• The office is equipped with modern technology, including multiple monitors and testing devices, to support the needs of its team members.
• Eaton's Customer Support team works closely with other departments, such as operations, product management, and sales, to ensure accurate and timely information is provided to customers.

Work Schedule: Eaton's Customer Support team operates on a 24/7 basis to ensure customer orders are managed and fulfilled promptly. The successful candidate for this role may be required to work rotational or fixed night shifts.

📝 Enhancement Note: Eaton's Pune office provides a modern, collaborative work environment that supports the needs of its diverse team of professionals. The successful candidate for this role will have the opportunity to work with a talented and experienced team, contribute to Eaton's business growth, and develop their skills and career within the organization.

📄 Application & Technical Interview Process (N/A for this role)

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values: Eaton's Customer Support team is committed to providing world-class customer service, ensuring accurate and timely information, and contributing to Eaton's business growth. The team values collaboration, continuous improvement, and customer focus.

Collaboration Style:

• Eaton's Customer Support team works collaboratively with other departments, such as operations, product management, and sales, to ensure accurate and timely information is provided to customers.
• The team encourages knowledge sharing, technical mentoring, and continuous learning to support the development of its team members.
• Eaton's Customer Support team fosters a culture of innovation and encourages team members to suggest process improvement ideas.

📝 Enhancement Note: Eaton's Customer Support team is committed to providing world-class customer service and contributing to Eaton's business growth. The successful candidate for this role will have the opportunity to work with a talented and experienced team, develop their skills and career within the organization, and make a significant impact on Eaton's customer support operations.

⚡ Challenges & Growth Opportunities (N/A for this role)

💡 Interview Preparation (N/A for this role)

📌 Application Steps (N/A for this role)

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Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

• Tailor every section specifically to customer support roles, emphasizing customer communication, order management, and process improvement.
• Include customer support methodologies, order processing principles, and customer service best practices.
• Emphasize customer support team dynamics, cross-functional collaboration with other departments, and customer satisfaction measurement.
• Address customer support career progression, technical specialization, and leadership opportunities within customer support teams.
• Provide tactical advice for customer support portfolio development, live demonstration, and project case studies.

Quality Standards:

• Ensure no content overlap between sections, with each section containing unique information.
• Include Enhancement Notes only when making significant inferences about customer support processes, team structure, or company context.
• Be comprehensive but concise, prioritizing actionable information over descriptive text.
• Strategically distribute customer support and related keywords throughout all sections naturally.
• Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

• Include specific customer support technologies, tools, and platforms relevant to the role.
• Address customer support career progression paths and technical leadership opportunities in customer support teams.
• Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies.
• Include customer support-specific interview preparation and problem-solving guidance.
• Emphasize customer service principles, customer communication, and process improvement techniques.

Professional Standards:

• Maintain consistent formatting, spacing, and professional tone throughout.
• Use customer support and related industry terminology appropriately and accurately.
• Include comprehensive benefits and growth opportunities relevant to customer support professionals.
• Provide actionable insights that give customer support candidates a competitive advantage.
• Focus on customer support team culture, cross-functional collaboration, and customer satisfaction measurement.

Customer Support & Order Management Emphasis:

• Emphasize customer support best practices, order processing principles, and customer communication techniques.
• Include specific portfolio requirements tailored to the customer support discipline and role level.
• Address customer support team dynamics, cross-functional collaboration, and customer satisfaction measurement.
• Focus on problem-solving methods, process improvement, and customer service excellence.
• Include technical presentation skills and stakeholder communication for customer support projects.

Avoid:

• Generic business jargon not relevant to customer support roles.
• Placeholder text or incomplete sections.
• Repetitive content across different sections.
• Non-customer support terminology unless relevant to the specific customer support role.
• Marketing language unrelated to customer support, order management, or customer service.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals evaluating career opportunities and preparing for technical interviews in the customer support industry.