Customer Service Representative - Tier 1 at Eaton USA

Syracuse, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

29 May, 26

Salary

69000.0

Posted On

28 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Phone Communication, Email Communication, Order Management, Stock Inquiry, First Call Resolution, SAP, Scheduling, Expediting, Invoicing, Complaint Processing, Product Recommendation, C360, Service Requests, Product Knowledge, Sales Support

Industry

electrical;Appliances;and Electronics Manufacturing

Description

Eaton’s ES GEIS CHD division is currently seeking a Customer Service Representative - Tier 1. This role is onsite at our GEIS Headquarters in Syracuse, NY. 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: Communicates 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 processes 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. Qualifications: Basic (Required) Qualifications: Bachelor’s degree from an accredited institution OR High School degree AND a minimum of one (1) year of experience in a customer service environment. 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 to be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation. Preferred Qualifications: Experience in a manufacturing environment. Experience with SAP, SharePoint, C360, and Salesforce. Basic knowledge of Crouse-Hinds products. #LI-EE1 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 1-800-836-6345 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.

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Responsibilities

The Customer Service Representative will manage 60 to 70 daily phone calls or emails, addressing inquiries related to stock or order management issues while adhering to Standard Operating Procedures for first contact resolution. This role involves direct communication with customers and sales representatives to assess, schedule, and expedite requirements, as well as processing various customer requests like order changes and complaints.