Sales Service Representative - Tier 2 -- Syracuse, NY

Job Description

Eaton’s Crouse-Hinds division is currently seeking a Sales Service Representative – Tier 2 to join our team. This position is based at our Syracuse, NY facility. 


Position Overview:

The Sales Service Representative is responsible for providing 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 provide technical, order status, price information and sales support on Eaton Crouse-Hinds products to the distributors, contractors, end users, field organization and Tier 1’s, to help ensure that objectives for the company are met.


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.

In this function you will:
  • Utilize technical and commercial know-how together with knowledge of Eaton Crouse-Hinds 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

  • Understand the flow of orders/order processing, scheduling, manufacturing, shipping and invoicing to effectively service orders to meet customer requirements.  This includes analyzing, prioritizing and expediting the customer’s 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

  • Be capable of corresponding in a clear, concise and professional manner information regarding orders, product information, quotations, product cancellations, ATS cancellations, substitutions, freight changes and other Sales Service matters.  They are also expected to furnish catalog sheets, drawings, certificates of compliance and other documentation as requested. They should maintain a file of inquiries and expedites for follow up to insure customer orders are promptly handled and high service levels are maintained

  • Be responsible for first call/email resolution

  • Understand Finesse and maintain phone coverage as scheduled or as needed

  • Manage the expedite process/approval via CHET as escalated from a Tier 1 or requested directly from the field and is responsible for communication of the dates

  • Provide direction 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 the Tier 1’s with any questions they may have on creating/processing

  • Handle initial technical escalations related to product and process.  Escalate to a Tier 3 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

  • Participate in all company sponsored training sessions to improve product/process knowledge


When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.


Required (Basic) Qualifications:
  • Bachelor’s degree from an accredited institution required

  • Minimum 2 years of experience in customer service environment

  • 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.

Preferred qualifications:
  • Experience with SAP, SharePoint, and C360

  • Prior sales and service experience

  • Experience working in an operations or manufacturing setting

  • Basic knowledge of Crouse-Hinds products

Position Criteria:
  • Strong communication and presentation skills

  • Detailed oriented and able to multi-task

  • Strong analytical and problem-solving skills

  • Proficient in Microsoft Office Suite

  • Ability to work well with people, 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.

Job: Sales

Region: North America – US/Puerto Rico
Organization: EPG CHD EP Americas

Job Level: Individual Contributor
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: No
Travel: Yes, 10 % of the Time