Customer Service Representative - Tier 1 - Syracuse, NY

Customer Service Representative - Tier 1

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. 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 Customer Service Representative will handle between 60 to 70 phone calls or e-mails per day and responds to inquiries or problems involving stock or order management issues. You will be 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.

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.

In this role you will:

• Communicate 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.
• Knowledge of Crouse-Hinds products, applications, sales organization and distributor functions, ordering system, product scheduling and shipping systems, invoicing functions and use of SAP.
• 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 process 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.
• 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.