Eaton's Global Energy Infrastructure Solutions (GEIS) division is currently seeking a Customer Service Representative. This role is based at our Syracuse, NY site. As Customer Service Representative, you will handle between 40 to 50 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.
The expected annual salary range for this role is $43499.97 - $63799.96 a year. Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.
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What you'll do:
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.
Key Responsibilities Include:
- 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:
What will make you successful?
The ideal candidate brings strong communication skills, especially in potentially challenging situations with external and internal contacts. You possess sound commercial judgment in communicating sensitive information to field, distributor and end-user contacts. Strong presentation skills, along with proficiency in the Microsoft Office Suite and additional database management systems will be beneficial to this role. We are looking for candidates who are diverse in their backgrounds, perspectives, and experiences, and who can bring fresh and innovative ideas to our team.
Required (Basic) Qualifications:
- Bachelor's degree from an accredited institution OR High School degree and minimum 3 years' experience in a customer service environment.
- 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.
- Must be authorized to work in the United States without company sponsorship now or in the future
Preferred Qualifications:
- Experience in a manufacturing environment
- Experience with SAP, Salesforce, SharePoint and C360
- Basic knowledge of Crouse-Hinds products
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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.