Customer Service Representative - Tier 2

Eaton Corporation • Highland, IL

1d • $56,000 - $83,000 • Hybrid

About The Position

The primary focus of this role is to provide world class customer support to both internal and external customers while following all internal policies and procedures to help meet company goals for revenue growth and profitability. This position is accountable to provide technical, order status, price information and sales support on Eaton GEIS products to the distributors, contractors, end users, field organization and Tier 1’s, to help ensure that objectives for the company are met. This position is primarily concerned with utilizing technical and commercial know-how together with knowledge of Eaton GEIS products and competitive products in interpreting customer requirements and communicating to Field Sales, distributors, architects/engineers, contractor, end-user personnel and Tier 1’s, the required technical, pricing and policy information
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 in lieu of a degree, ten (10) years of customer service experience within the electrical industry.
• Minimum of two (2) 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.
• 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.
• 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.
• Provide directions to the Tier 1’s and exemplify leadership qualities while assisting in problem resolution and development of the Tier 1.
• 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.
• 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.

Benefits

• Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees