Customer Service Representative - Tier 1 - Syracuse, NY
Eaton’s Crouse-Hinds division is currently seeking a Tier I Customer Service Representative to join our team. This position is based at our Syracuse, NY facility.
The Tier I Customer Service Representative is responsible for 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. In this role, you will handle between 60 to 100 phone calls or e-mails per day and responds to inquiries or problems involving stock or order management issues. The Customer Service Representative is 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.
Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours.
Communicate directly with customers and outside sales representatives via phone and email to analyze, schedule, expedite and answer customer's requests to effectively service customer and distributor requirements.
Have knowledge of CH sales organization and distributor functions, ordering system, product scheduling and shipping systems, invoicing functions and use of SAP.
Have a good basic understanding of Crouse-Hinds products and applications and an ability to communicate this knowledge succinctly and clearly.
Understand Finesse and maintain phone coverage as scheduled or as needed.
Understand eGain and handle ten emails a day 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.
Process RMA and QNs within the published SLA
Generate distributor and customer confidence and enhance Eaton Crouse-Hinds image by working to strengthen relationships with customer, distributor, and field sales by providing comprehensive, timely, courteous replies to inquiries
Identify opportunities for standards, specifications and orders and communicate to field and or Customer Service Manager as appropriate, to maximize sales.
Provide answers to fundamental questions relating to products and their applications. Obtain department assistance as necessary for the more complex inquiries and issue resolution from Sales Service Representatives or Customer Service Manager.
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 Crouse-Hinds products.
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
When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.
Bachelor’s degree from an accredited institution required
Must possess and maintain a valid & unrestricted drivers licensee
Candidates must be legally authorized to work in the United States without out company sponsorship, now or in the future.
No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of Syracuse, NY will be considered. Active Duty Military Service member candidates are exempt from the geographical area limitation.
Experience in a manufacturing environment
Experience with SAP, SharePoint and C360
Minimum 1 year of customer service experience
Strong communication and presentation skills
Proficient in Microsoft Office Suite
Ability to work well with people and remain courteous and tactful even in stressful situations with external and internal contacts.
Ability to use sound commercial judgment in communicating sensitive information to field, distributor and end-user contacts.
The customer service representative must be knowledgeable in the use of PC’s including current software programs, e-mailing, document imaging, systems and database management.
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.
We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters. We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.
Region: North America – US/Puerto Rico
Organization: EPG CHD EP Americas
Job Level: Entry Level
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: No