Customer Service Representative -- Windsor, CT

Job Description

Eaton’s Airport Lighting Products Division is currently seeking a Customer Service Representative to join our team. This position is based at our Windsor, CT location. 


Position Overview:

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.


The Customer Service Representative is responsible for first call/email resolution along with performing other appropriate functions as directed by the Manager, Project Management. This position is accountable to provide technical, order status, price information and sales support on Eaton Airport Lighting products to distributors, contractors, end users, field organization and internal customers, 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:
  • Lead and develop assigned engineering team including extended global team members.

  • Have responsibility for mentoring and recruiting highly skilled engineering talent

  • Responsible for first call/email resolution. 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.

  • Utilize technical and commercial know-how together with knowledge of Airport Lighting Products and competitive products in interpreting customer requirements and communicating to Field Sales, distributors, architects/engineers, contractor, end-user personnel and internal peers, 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 and working with internal cross-functional groups as needed to achieve the desired service levels.

  • Furnish catalog sheets, drawings, certificates of compliance and other documentation as requested. Maintain a file of inquiries and expedites for follow up to insure customer orders are promptly handled and high service levels are maintained.

  •  Process RMA’s and QN’s within the published SLA. Handle initial technical escalations related to product and process. 

  • 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.

  • Identify and act upon opportunities for orders and specifications.  Recommend possible substitutions of products to satisfy customer requirements and make suggestions from the E & O list.  Pursue all opportunities to secure orders.

  • Keep current on all technical advances in business including computing, e-commerce and database management and support.  Facilitate internal communications as appropriate.  

  • Understand C360/ CRM System and how to populate account information.  Responsible for capturing and processing 90% of all calls into Service Requests. 

  • Be responsible for handling Airport Lighting inquiries and understanding the Sign Program to create signs for production of orders.


Eaton has announced its intent to spinoff its Lighting Business into publicly traded company (“SpinCo”).  This transaction is expected to be completed by the end of 2019 and this position is expected to remain with SpinCo.   The compensation and benefits that will initially be offered for this position are based on Eaton’s plans, programs and practices.  The Lighting Business is in the process of developing its total rewards philosophy, strategy and structure, including the design of its benefits and annual and long-term incentive plans that will take effect when SpinCo becomes a publicly traded company. If you are offered and accept this position and are actively employed by the Lighting Business when SpinCo becomes an independent, publicly traded company, you will be eligible to participate in SpinCo’s compensation, health, welfare, and retirement benefit plans and programs and should have no expectations that SpinCo’s plans and programs will mirror or be substantially similar to Eaton’s. 


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


Qualifications

Required (Basic) Qualifications:
  • Associates Degree from an accredited institution

  • Minimum 2 years of experience in customer service environment

  • Experience in test plan assessments including certification to standards and regulatory testing.

  • Must be able to work in the United States without corporate sponsorship now and within the future

  • No relocation benefit is being offered for this position.  Only candidates within a 50-mile radius of Windsor, CT 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 Airport Lighting products
  • Bilingual in English/Spanish is a plus
Position Criteria:
  • Strong communication skills both oral and written

  • 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, contractor, 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 ALP Airport Lighting Products

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