Customer Service Representative - Tier 1

About the role

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 $47,000 - $69,000 a year.

Responsibilities

• Handles between 60 to 70 phone calls or e-mails per day and responds to inquiries or problems involving stock or order management issues.
• Responsible for adherence to the core Standard Operating Procedures and is responsible for first call/email resolution along with 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.
• Obtains department assistance as necessary for the more complex inquiries and issue resolution.
• Maintains phone coverage as needed and responds 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.
• Identifies opportunities for standards, specifications and orders and communicates 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.
• Maintain phone coverage as needed and respond to emails from the general email box.
• Identify opportunities for standards, specifications and orders and communicate to field and or Customer Service Manager as appropriate, to maximize sales.
• Understand C360 and how to populate account information.
• Responsible for 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.

Qualifications

• Basic (Required) Qualifications: 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.
• Preferred Qualifications: Experience in a manufacturing environment. Experience with SAP, SharePoint, C360, and Salesforce. Basic knowledge of Crouse-Hinds products.