Tier 2 - Customer Service Representative

Eaton's Crouse-Hinds, B-Line, Oil & Gas NA, is currently hiring a Tier 2-Customer Service Representative. This position is based at the Highland, IL location.

Position Overview:

The CS Tier 2 provides world class customer support to both internal and external customers while maintaining complete awareness of matters affecting sales activity and 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 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.

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.

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:

• The Tier 2 will 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
• The selected candidate will collaborate with Engineering, Marketing, Customer Order Processing, Quality Control, Production Planning, Materials Procurement, Credit, various plant locations, Field Sales and Logistics for necessary assistance in achieving desired service levels and resolve issues through closure.
• Prepare detailed on-going statistical analysis 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.
• Establish and maintain distributor, end user, and field sales confidence and enhance Eaton CBO image by developing a trusting, reliable relationship through quality customer service and recommending Order Center utilization.
• Recommend possible substitutions of products to satisfy customer requirements and make suggestions from the E & O list. Pursue all opportunities to secure orders for Eaton CBO products.
• Be responsible for maintaining accurate customer information, validating price, verifying order terms and conditions, confirming routing rules and entering shipment, quantity and date information.
• Participate in all company sponsored training sessions to improve product/process knowledge
• Keep current on all Eaton CBO products and services, and industry standards and practices (both foreign and domestic) to provide accurate and timely response to inquiries.
• Understand Case Management and how to populate account information. Responsible for capturing and processing service requests.
• The candidate must be capable of corresponding in a clear, concise and professional manner information regarding orders, product information, quotations, product cancellations, delivery 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.
• Manage third party claims. File and coordinate freight claims on behalf of customers and B-Line utilizing the Eaton Cargo Claim model.
• Analyze/report QN data relating to non-manufacturing issues and take action to identify trends and drive efficiencies while providing ideas for resolution and implementing through resolution. Ensure QN closing activity is complete and timely.
• Collaborate with cross-functional partners to drive root cause solutions for reoccurring issues.
• Responsible for ensuring issues are escalated to managers for prompt investigation and action as required.
• Handle initial technical escalations related to product and process.
• Perform other appropriate functions as directed by the Customer Service Supervisor/Manager.
• Responsible for first call/email resolution.

Why work at Eaton? We provide benefits that are industry competitive and focused on employee well-being. Listed below are programs that are offered globally, but program availabilities may vary by site.

• Flexible work options to help balance work/life demands (at participating Eaton sites)
• Healthcare/retirement savings programs
• Competitive compensation packages to reward skills and performance
• Tuition assistance or financial help for ongoing learning and development
• Health, Dental, Vision & Wellness programs
• Donation matching (U.S., Canada, Puerto Rico)

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:

• Bachelor's degree from an accredited institution or 10 years experience in customer service in the electrical industry
• 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 Highland, IL will be considered. Active Duty Military Service member candidates are exempt from the geographical area limitation.

Preferred Qualifications:

• B.S. in Communication, Business or Marketing desirable.
• Minimum of 2 years of customer facing/service experience.
• Experience with SAP, SharePoint and Case Management
• Prior sales and service experience
• Experience working in an operations or manufacturing setting

Position Criteria:

• Proficient in Microsoft Office applications (particularly Outlook, Word & Excel).
• Demonstrated ability to analyze, provide ideas for resolution, identify and implement solutions, and have a continuous improvement mindset.
• 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.
• Must be knowledgeable in the use of PC's including current software programs, e-mailing, document imaging, systems and database management.
• Highly efficient and creative problem solver.
• Action orientated and proactive.

Eaton also considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call 412-893-3600 or send an email to: [email protected]

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 BLD BLine Division

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: No