Customer Service Representative - Tier 2

Eaton Corporation’s Global Energy Infrastructure Solutions (GEIS) division is currently seeking a Customer Service Representative – Tier 2. This is a hybrid position, based at the Syracuse, NY or Highland, IL locations.

The expected annual salary range for this role is $56,000 – $83,000 a year. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

The primary focus of this role is to 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. This position is accountable to provide technical, order status, price information and sales support on Eaton GEIS products to the distributors, contractors, end users, field organization and Tier 1s, to help ensure that objectives for the company are met.

This position is primarily concerned with utilizing technical and commercial know‑how together with knowledge of Eaton GEIS products and competitive products in interpreting customer requirements and communicating to Field Sales, distributors, architects/engineers, contractors, end‑user personnel and Tier 1s the required technical, pricing and policy information.

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 role will 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.

• Customer Order Management:
  Understand the flow of orders/order processing, scheduling, manufacturing, shipping and invoicing service orders effectively to meet customer requirements. This includes analyzing, prioritizing and expediting the customers’ requests. Correspond in a clear, concise and professional manner information regarding orders, product information, quotations, product cancellations, DN cancellations, substitutions, freight changes and other Sales Service matters.

  Furnish catalog sheets, drawings, certificates of compliance and other documentation as requested. Maintain a file of inquiries and expedites for follow up to ensure customer orders are promptly handled and high service levels are maintained. Responsible for first call/email resolution. Understand Finesse and maintain phone coverage as scheduled or as needed.

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

• Escalation Management:
  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. Process RMA’s and QN’s within the published SLA and assist Tier 1s with any questions they may have on creating/processing. Handle initial technical escalations related to product and process. Escalate if unable to assist.
  
  Provide directions to the Tier 1s 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.
  • Assist Tier 1s with questions on creating/processing.

• Continuous Improvement:
  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.

• Commercial Customer Support:
  Establish and maintain distributor, end user, other Eaton divisions and field sales confidence and enhance Eaton image by developing a trusting, reliable relationship through quality customer service and recommendation of  utilization and Order Center.…