Customer Service Representative - Tier 2

Customer Service Representative - Tier 2

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.

What You'll Do:

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 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.

Essential Functions Include:

• Customer Order Management: 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.
• Escalation Management: 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.
• Continuous Improvement: 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.
• Commercial Customer Support: 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.

Qualifications:

Basic (Required) Qualifications:

• 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.

Preferred Qualifications:

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

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates' privacy rights and data security will be protected in accordance with applicable laws.

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.

You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at View phone number on click.appcast.io to discuss your specific need. Only accommodation requests will be accepted by this phone number.

We know that good benefit programs are important to employees and their families. 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. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.