Customer Experience Manager

Company: Eaton Corporation
Location: Belleville
Posted on: October 8, 2021

Job Description:

Eaton’s Crouse-Hinds, B-Line, and Oil & Gas Division is currently seeking a Customer Experience Manager to join our team. This position is based at our Highland, IL or Syracuse, NY location. 

Position Overview:

This role will be key in defining and executing a customer experience strategy for the Global Crouse-Hinds, B-Line, Oil & Gas Division. This position involves close interaction with key stakeholders and leaders from across the division to ensure CHBLOG's direction is aligned with the Electrical Sector and corporate digital user and customer service experiences.

The Customer Experience Manager will develop a deep understanding of customer personas and what drives their engagement, specifically regarding service develop and execute against a customer experience strategy, aligned with the overall divisional strategy oversee and analyze the front end operations activities, including performing continual analysis and planning to improve the overall customer experience ensure front end operations are living the CH/BL brand through training, staffing and quality assurance identify and quantify needs for digital solutions across CH/BL including the involvement and integration with Eaton's Front end Tools initiatives develop and manage a project pipeline of process enhancements lead Agile based development of soft solutions aimed at user centric designs develop, communicate and track KPIs associated with customer experience and digitization adoption across the division continuously research emerging technologies and investigate ways to enhance key processes by integrating available digital assets responsibility for administration, planning and development of the CHBLOG customer support team.

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:

• Support global cross-functional Customer Service taskforce to implement Customer excellence strategy and tactics.
• Establish metrics and build the team, systems and processes to deliver world class customer service commensurate with the Eaton brand!
• Drive continuous improvement of key "Customer Service" metrics
• Champion opportunities to consistently Improve the Eaton CHBLOG experience
• Test new strategies for driving customer value
• Lead the customer service department and be responsible for planning and implementing strategy to increase customer service satisfaction.
• Work with IT and other Eaton Divisions to develop and execute a systems and technology strategy for Customer Satisfaction
• Set a clear mission and deploy strategies focused towards the mission to improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Develop service procedures, policies and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

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
• Minimum 8 years of Customer Service experience
• Minimum 8 years of management experience
• Ability to travel up to 50% of the time
• No relocation benefit is being offered for this position.  Only candidates within a 50-mile radius of Highland, IL or Syracuse, NY will be considered. Active Duty Military Service member candidates are exempt from the geographical area limitation.
• Must be able to work in the United States without corporate sponsorship now and within the future

Preferred qualifications:

• MBA preferred
• Knowledge of ERP system (SAP and Business Explorer)
• 4 years of experience in the commercial/industrial electrical industry
• Minimum 5 years of management experience in a customer service support environment
• Six Sigma / Greenbelt

Position Criteria:

• Thorough knowledge of our various channels to market and familiarity with selling through manufacturer’s representative, distribution, and factory direct sales forces
• Experience with customer CRM development/deployment
• Extensive knowledge of e-commerce technology and sophisticated analytics
• Expertise with ERP systems and industry best practices
• Able to work in a fast-paced environment under pressure and within project deadlines.
• Ability to identify new areas of opportunity beyond current organizational thinking

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.

#LI-CP1

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: Manager
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: Yes, 50 % of the Time

Keywords: Eaton Corporation, Belleville , Customer Experience Manager, Other , Belleville, Illinois