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Eaton · 1 day ago

Customer Experience Manager - Customer Service Tier 2

Highland, IL

Full-time

Hybrid

Mid, Senior Level

$94K/yr - $138K/yr

7+ years exp

Eaton's Global Energy Infrastructure Solutions (GEIS) division is seeking a Customer Experience Manager - Customer Service Tier 2. This role involves leading the escalation support team to address complex customer issues, ensuring timely resolution, and fostering continuous improvement to enhance customer satisfaction and employee development.

Electric Vehicle

No H1B

Responsibilities

Manage a team of Customer Service Representatives – Tier 2, responsible for reviewing and resolving escalated cases that required specialized expertise and prompt action

Serve as the subject matter expert for advanced customer concerns

Collaborate closely with Technical Support, Quality, Supply Chain, and Sales teams to resolve and proactively prevent escalations

Conduct trend analysis, drive continuous process improvements, and generate comprehensive reports on escalation metrics

Ensure strict compliance with company policies and established quality standards

Maintain proactive collaboration with all departments involved in pre-sales and post-sales processes (including import/export, supply chain, master data management), ensuring ongoing communication regarding weekly performance

Implement and optimize Customer Service technology solutions to enhance efficiency

Partner with Customer Experience Leadership and related business clusters (Sales, Master Data Management, Programs, Supply Chain, Import/Export, Pricing, Automation, CI & Quality, Technical Support, Quotations, Services) to develop forward-looking strategies and promote cross-functional synergy

Develop and monitor performance metrics for team members, ensuring consistent evaluation and feedback to optimize employee development

Establish, document, enforce, review, and update standard operating procedures for all departmental functions as needed

Benchmark current service levels and lead the design and execution of improvement initiatives

Remain current with technological advancements pertinent to business operations, including computing, e-commerce, and database systems

Exercise autonomy to identify and capitalize on opportunities relating to orders and specifications, disseminating relevant information internally to achieve optimal outcomes

Cultivate and sustain robust relationships with distributors, end users, agents, and field sales teams, thereby reinforcing Eaton GEIS NA's reputation through outstanding customer service

Champion the sharing of best practices across the team

Qualification

SAPLeadershipProject ManagementERP SystemsBusiness IntelligenceCustomer ServiceContinuous ImprovementTrend AnalysisCommunicationTeam Collaboration

Required

Bachelor's degree from an accredited institution

Minimum of seven (7) years of experience in leadership or project management within a business-to-business customer service department

Minimum of seven (7) years of SAP experience

Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1, H-1B, H-1B cap registration, O-1, E-3, TN status, 1-485 job profitability, etc

No relocation is offered for this position. All candidates must currently reside within Syracuse, NY OR Highland, IL to be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation

Preferred

MBA

Knowledge of ERP system (SAP and Business Explorer)

Must have a high understanding of SAP, IDOCs, MS office applications, Business Intelligence and Business Warehouse

Experience in a manufacturing environment

Thorough knowledge of our various channels to market and familiarity with selling through manufacturer's representative, distribution, and factory direct sales forces