Customer Experience Manager - Order Management

Eaton Corporation • Highland, IL

1d

About The Position

This role will be responsible for developing and executing a comprehensive customer experience strategy that includes order entry, distributor and project order management, and training initiatives. This position also manages a team, overseeing their daily activities and ensuring effective employee development through coaching, mentoring, and ongoing training opportunities. In this role you will: Assume full accountability for the effective execution of transactional processes within the GEIS North America business. Identify opportunities for process improvement to enhance transactional efficiency, customer satisfaction, and GEIS NA profitability. Engage with decision makers, systems owners, and end users to define, document, and communicate key business, financial, and operational requirements. Promote cross-functional collaboration throughout the organization to facilitate seamless system enhancements. Develop team performance metrics and ensure consistent monitoring and evaluation. Ensure standard operating procedures are created, documented, followed, periodically reviewed, and revised as necessary for all departmental activities. Benchmark current departmental service levels and lead initiatives to develop and implement targeted improvements. Enforce company policies, ensuring order and return transactions comply with Terms and Conditions and GTM requirements. Remain informed of advancements in relevant business technologies, including computing, e-commerce, and database management. Proactively identify and pursue opportunities for orders and specifications, communicating information internally to optimize sales outcomes and ease of doing business. Champion the sharing of best practices across the team.

Requirements

• 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
• All candidates must currently reside within Syracuse, NY OR Highland, IL to be considered
• 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

Nice To Haves

• MBA
• Knowledge of ERP system (SAP and Business Explorer)

Responsibilities

• Developing and executing a comprehensive customer experience strategy
• Managing a team, overseeing their daily activities and ensuring effective employee development through coaching, mentoring, and ongoing training opportunities
• Assume full accountability for the effective execution of transactional processes within the GEIS North America business
• Identify opportunities for process improvement to enhance transactional efficiency, customer satisfaction, and GEIS NA profitability
• Engage with decision makers, systems owners, and end users to define, document, and communicate key business, financial, and operational requirements
• Promote cross-functional collaboration throughout the organization to facilitate seamless system enhancements
• Develop team performance metrics and ensure consistent monitoring and evaluation
• Ensure standard operating procedures are created, documented, followed, periodically reviewed, and revised as necessary for all departmental activities
• Benchmark current departmental service levels and lead initiatives to develop and implement targeted improvements
• Enforce company policies, ensuring order and return transactions comply with Terms and Conditions and GTM requirements
• Remain informed of advancements in relevant business technologies, including computing, e-commerce, and database management
• Proactively identify and pursue opportunities for orders and specifications, communicating information internally to optimize sales outcomes and ease of doing business
• Champion the sharing of best practices across the team

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees