Customer Support Representative - Supporting the Middle East Region

Job description

What you’ll do

Would you like to make a difference to the environment? Do you want to work for a global and ethical company? Join us and help us provide energy-efficient solutions that make a difference to the environment? We make what matters work.

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https://www.youtube.com/watch?v=baa_aiJ4L7E What you'll do: The primary function of this role is to provide commercial and operational support for project business customers across the Middle East region. The role focuses on end-to-end order management, supply chain coordination, and customer support, ensuring timely order fulfillment and an excellent customer experience. The successful candidate will work closely with customers, sales teams, logistics teams, distribution centers, finance teams, and other internal stakeholders to manage customer orders from entry through delivery and invoicing.

Main Responsibilities

• Handle customer and internal inquiries via phone, email, chat, and case management tools.
• Manage the complete order lifecycle, including order entry, order validation, delivery coordination, invoicing, returns, and complaint handling.
• Process and monitor customer orders in compliance with Eaton policies and procedures.
• Coordinate with logistics teams, warehouses, distribution centers, and transportation providers to ensure timely deliveries.
• Track shipments and proactively communicate updates, delays, and solutions to customers and stakeholders.
• Support order fulfillment activities across multiple product lines and customer projects.
• Collaborate with sales, supply chain, finance, logistics, and operations teams to ensure smooth execution of customer orders.
• Resolve customer issues by applying established policies, procedures, and proactive communication.
• Maintain accurate customer and order records within SAP and other business systems.
• Support billing activities, invoicing requirements, returns, and order-related documentation.
• Monitor open orders and identify risks that may impact delivery commitments.
• Foster an environment that promotes Eaton's values, customer focus, and continuous improvement initiatives.

Qualifications

• Bachelor's Degree (BSc/BA).
• 2-5 years of experience in Customer Support, Order Management, Customer Operations, Sales Support, Commercial Operations, or Supply Chain Coordination roles.
• Experience working within a multinational environment is strongly preferred.

Skills

• Excellent verbal and written English communication skills.
• Strong customer service mindset and stakeholder management skills.
• Hands-on experience in end-to-end order management and order fulfillment processes.
• Strong SAP ERP experience for order processing, delivery tracking, invoicing, and customer operations.
• Experience coordinating with logistics teams, warehouses, distribution centers, and supply chain stakeholders.
• Understanding of order-to-cash processes, including order entry, delivery coordination, billing, returns, and issue resolution.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong problem-solving and analytical skills with attention to detail.
• Experience working cross-functionally with sales, finance, logistics, operations, and customer-facing teams.
• Strong proficiency in Microsoft Office applications, particularly Excel.

Preferred Skills

• Experience supporting customers across the Middle East or Gulf region.
• Experience with Salesforce, Oracle, ServiceMax, CRM systems, or other case management tools.
• Experience in manufacturing, industrial, healthcare, electrical, or technical product environments.
• Arabic language skills are considered an advantage.

What We Offer

• Competitive compensation and benefits package.
• Flexible working solutions.
• Excellent working environment where safety and ethics are important.
• Learning and development opportunities through Eaton University.
• A collaborative and inclusive culture built on Eaton's values and commitment to continuous improvement.