Eaton’s Electrical Division is currently seeking a Customer Service Representative to join our team. This position is based in Syracuse, NY. Position Overview: This role provides 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. The incumbent will handle between 60 to 100 phone calls or e-mails per day and responds to inquiries or problems involving stock or order management issues. The Customer Service Representative is 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. 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. Key responsibilities include: Communicates directly with customers and outside sales representatives via phone and email to analyze, schedule, expedite and answer customer's requests to effectively service customer and distributor requirements. Knowledge of CH sales organization and distributor functions, ordering system, product scheduling and shipping systems, invoicing functions and use of SAP. Good basic understanding of Crouse-Hinds products and applications and an ability to communicate this knowledge succinctly and clearly. Understand Finesse and maintain phone coverage as scheduled or as needed. Understand eGain and handle ten emails a day 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. Process RMA and QN’s within the published SLA. Generate distributor and customer confidence and enhance Eaton Crouse-Hinds image by working to strengthen relationships with customer, distributor and field sales by providing comprehensive, timely, courteous replies to inquiries. 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. Provide answers to fundamental questions relating to products and their applications. Obtain department assistance as necessary for the more complex inquiries and issue resolution from Sales Service Representatives or Customer Service Manager. 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 Crouse-Hinds products. 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. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger. 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) Qualifications Required (Basic) Qualifications: Bachelor’s degree from an accredited institution OR High School degree and 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, SharePoint and C360 Basic knowledge of Crouse-Hinds products Position Criteria Strong communication and presentation skills Proficient in Microsoft Office Suite Ability to work well with people and 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. The customer service representative must be knowledgeable in the use of PC’s including current software programs, e-mailing, document imaging, systems and database management. #LI-AH2 Eaton 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 us at 412-893-3600 to discuss your specific need. Only accommodation requests will be accepted by this phone number. All other inquiries related to your job search will not be supported by this phone number. Eaton is an intelligent power management company dedicated to improving the quality of life and protecting the environment for people everywhere. We are guided by our commitment to do business right, to operate sustainably and to help our customers manage power ─ today and well into the future. By capitalizing on the global growth trends of electrification and digitalization, we’re accelerating the planet’s transition to renewable energy, helping to solve the world’s most urgent power management challenges, and doing what’s best for our stakeholders and all of society. Founded in 1911, Eaton has been listed on the NYSE for nearly a century. We reported revenues of $19.6 billion in 2021 and serve customers in more than 170 countries. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We have demonstrated our passion for sustainability with the announcement of cutting carbon emissions from the company’s operations by at least 50 percent by 2030. Eaton is committed to having a workforce that is diverse and non-discriminatory at all levels, reflecting the diversity of our customers and the varied environments in which we conduct business around the world. Our success depends on our ability to attract and retain the very best people unlimited by race, color, social or economic status, religion, national origin, marital status, age, disability, veteran status, sexual orientation, gender identity or any protected status. Eaton follows relevant non-discrimination laws and regulations in the countries where we operate. It is the policy of the Company to make all decisions regarding employment, including hiring, compensation, training, promotions, transfers, or lay-offs, based on the principle of equal employment opportunity as defined above. Job: Sales Region: North America – US/Puerto Rico Organization: EPG CHD EP Americas Job Level: Individual Contributor Schedule: Full-time Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes – Hybrid Does this position offer relocation?: No Travel: No