Customer Service Representative - Tier 1

Eaton Corporation•Highland, IL

19h•$47,000 - $69,000•Onsite

About The Position

Eaton’s ES GEIS CHD division is currently seeking a Customer Service Representative - Tier 1. This role is onsite at either our Syracuse, NY or Highland, IL facilities. Relocation is not provided for this position. The expected annual salary range for this role is $47000 - $69000 a year. This opportunity offers a growth path for larger roles within the organization, including but not limited to sales service, marketing, supply chain, or logistics. The individual will be asked to help drive the performance of the operations by applying best practice customer service skills and provides the opportunity to work in a fast paced, high growth environment for a corporation that supports your career development.

Requirements

Bachelor’s degree from an accredited institution OR High School degree AND a minimum of one (1) year of experience in a customer service environment.
Must currently reside within 50 miles of Syracuse, NY or Highland, IL to be considered (Active-Duty Military Service member candidates are exempt from the geographical area limitation).
Knowledge of Crouse-Hinds products, applications, sales organization and distributor functions, ordering system, product scheduling and shipping systems, invoicing functions and use of SAP.

Nice To Haves

Experience in a manufacturing environment.
Experience with SAP, SharePoint, C360, and Salesforce.
Basic knowledge of Crouse-Hinds products.

Responsibilities

Handle between 60 to 70 phone calls or e-mails per day and responds to inquiries or problems involving stock or order management issues.
Adherence to the core Standard Operating Procedures.
First call/email resolution.
Performing other appropriate functions as directed by the Customer Service Manager.
Communicates directly with customers and outside sales representatives via phone and email to assess, schedule, expedite and answer customer's requests to effectively service customer and distributor requirements.
Obtain department assistance as necessary for the more complex inquiries and issue resolution.
Maintain phone coverage as needed and respond to emails from the general email box.
Advise customers of product availability, price, and order management questions.
Accurately processes all customer requests including purchase order changes (adds, cancellations, routing changes, applying quotes, replacements), credit/billing requests and customer complaints which are received via phone or email.
Identify opportunities for standards, specifications and orders and communicate to field and or Customer Service Manager as appropriate, to maximize sales.
Recommend products and possible substitutions of products to service customer requirements in line with the Eaton Crouse-Hinds World-Class-World Wide concept and E & O list.
Understand C360 and how to populate account information.
Capturing and processing 90% of all calls into Service Requests.
Provide five questions to be published to Nanorep weekly.
Participate in all company sponsored training sessions to improve product knowledge and prepare for more technical responsibilities.
Rotate through an 8am-7pm coverage shift and holiday schedule to ensure after hours coverage.