Customer Service Representative - Tier 2

Eaton Corporation•Highland, IL

21h•$56,000 - $83,000•Hybrid

About The Position

Eaton Corporation’s Global Energy Infrastructure Solutions (GEIS) division is currently seeking a Customer Service Representative - Tier 2. This is a hybrid position, based at the Syracuse, NY or Highland, IL locations. The expected annual salary range for this role is $56000 - $83000 a year. Please note the salary information shown is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations. 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 role will 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 diploma + minimum five (5) years of customer service experience.
Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1, H-1B, H-1B cap registration, O-1, E-3, TN status, 1-485 job profitability, etc.
No relocation is offered for this position. All candidates 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.

Nice To Haves

Experience with SAP, SharePoint, Salesforce, Finesse
Prior sales and service experience
Experience working in an operations or manufacturing setting
Basic knowledge of GEIS products

Responsibilities

Understand the flow of orders/order processing, scheduling, manufacturing, shipping and invoicing service orders effectively to meet customer requirements. This includes analyzing, prioritizing and expediting the customers’ requests.
Correspond in a clear, concise and professional manner information regarding orders, product information, quotations, product cancellations, DN cancellations, substitutions, freight changes and other Sales Service matters.
Furnish catalog sheets, drawings, certificates of compliance and other documentation as requested.
Maintain a file of inquiries and expedites for follow up to ensure customer orders are promptly handled and high service levels are maintained.
Responsible for first call/email resolution.
Understand Finesse and maintain phone coverage as scheduled or as needed.
Collaborate with Engineering, Marketing, Customer Order Processing, Quality Control, Production Planning, Materials Procurement, Credit and Roanoke Distribution Center, Field Sales and Transportation for necessary assistance in achieving desired service levels.
Process RMA’s and QN’s within the published SLA and assist Tier 1’s with any questions they may have on creating/processing.
Handle initial technical escalations related to product and process. Escalate if unable to assist.
Provide directions to the Tier 1’s and exemplify leadership qualities while assisting in problem resolution and development of the Tier 1.
Prepare detailed on-going statistical analyses with respect to customer deliveries, schedule performance, workload reviews, customer complaints etc. so that trends may be identified and corrective action taken as necessary.
Recommend process improvements and assist in updating the Standard Operating procedures.
Establish and maintain distributor, end user, other Eaton divisions and field sales confidence and enhance Eaton image by developing a trusting, reliable relationship through quality customer service and recommendation of My.Eaton.com utilization and Order Center.
Identify and act upon opportunities for orders and specifications and communicate information to field sales to help maximize orders in line with the Eaton “World Class Worldwide” concept.
Recommend possible substitutions of products to satisfy customer requirements and make suggestions from the E & O list.
Pursue all opportunities to secure orders for Eaton GEIS products.
Participate in all company sponsored training sessions to improve product/process knowledge
Keep current on all Eaton GEIS products and services, and industry standards and practices (both foreign and domestic) to provide accurate and timely response to inquiries.
Keep current on all technical advances in business including computing, e-commerce and database management and support and assist with knowledge base by providing five questions per week to upload to the database.