Tier 1 Customer Service Representative

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Eaton's GEIS division is currently seeking a Tier 1 Customer Service Representative.

The expected annual salary range for this role is $45749.97 - $67099.96 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.

What you'll do:

The Customer Service Representative will provide world class customer support to both internal and external customers while maintaining complete awareness of all matters affecting a defined region of customers. You will follow all internal policies and procedures to help meet company goals for revenue growth and profitability. The incumbent will handle between 70 to 100 phone calls, e-mails, or faxes per day. This position is responsible for responding to inquiries or problems involving stock, orders, and quotations for sales ranging from $50 to $1,000,000. The customer service representative administers sales promotions per the outlined guidelines and performs other appropriate functions as directed.

Key Responsibilities Include:

• Communicate directly with customers and outside sales representatives via phone and email to represent the company and obtain orders.
• Advise customers of availability, price, and terms in line with standard parameters. Exercise limited authority in pricing to meet competitive pressures.
• Coordinate with other departments to quote lead times and delivery dates for product which is not in stock.
• Accurately process all customer requests including orders (received via phone, fax or electronically from Manufacturers reps, distributors, OEM's & internal sales personnel), Return Material Authorizations and credit requests in the appropriate database.
• Follow up as necessary with other departments (i.e. Operations, Purchasing, Shipping & Finance) to ensure delivery dates are met, and proactively communicate delayed shipments to customers.
• Resolve problems with shipments or invoicing. Issue Return Goods Authorizations and enter replacement orders as necessary. Raise the appropriate quality notifications to ensure root cause of issues are addressed. Coordinate with production, engineering, and accounting departments for the processing of credits, warehouse releases, and returned materials authorizations.
• Responsible for ensuring issues are escalated to managers for prompt investigation and action as required.
• Advise customers on use and application of standard products and refer more technical inquiries to appropriate personnel.
• Cross-reference Eaton B-Line products with competitor's products to highlight the breadth of our line and suggest alternatives to make the sale. Suggest add-on products to customer's order, as appropriate to meet customer needs and increase the value of the order.
• Perform other related ad hoc duties as required.

Qualifications:

Required Qualifications:

• Bachelor's degree from an accredited institution OR High School Diploma/GED and minimum 3 years' experience in a customer service environment.
• Strong interpersonal and communication skills, and the ability to effectively interact with customers, subordinates, and other members of management via the phone, e-mail and other written and verbal communication mediums.
• Proficient in Microsoft Suite applications (Outlook, Word, and Excel).
• No relocation is offered for this position. All candidates must currently reside within 50 miles of Highland, IL 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 and in the future.

• Bachelor's degree in Business, Communication, or Marketing.
• Experience in a manufacturing environment.
• Experience utilizing SAP, SharePoint, and SalesForce.
• Basic knowledge of Crouse-Hinds/B-Line products.

Skills:

• Strong communication skills in stressful situations with external and internal contacts.
• Sound commercial judgment in communicating sensitive information to field, distributor, and end-user contacts.
• Knowledgeable in the use of current software programs, e-mailing, document imaging, and systems & 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.

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.