Eaton
Customer Experience Manager - Contact Center Tier 1
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Customer Experience Manager - Contact Center Tier 1
role at
Eaton .
Eaton’s ES GEIS CHD division is currently seeking a Customer Experience Manager - Contact Center Tier 1. This hybrid position is based at either our Syracuse, NY or Highland, IL facilities. Relocation is not provided for this role. The Global Energy Infrastructure Solutions (GEIS) division is part of Eaton’s global electrical sector and has over 128 years of experience in enhancing efficiency, safety, and reliability for our customers. The expected annual salary range for this role is $94,000 - $138,000 a year.
What You’ll Do The Customer Service Manager – Tier 1 is entrusted with the leadership and oversight of the front‑line customer support team, which is responsible for addressing customer inquiries. This role is pivotal in ensuring the timely and expert resolution of cases, providing advanced guidance to Tier 1 CSRs, and fostering continuous improvement focused on leveraging technology to drive customer satisfaction and employee development while adhering to organizational standards.
In This Role You Will
Oversee pre‑sales and post‑sales responsibilities, including pricing, availability inquiries, technical support, quality notifications, and logistics coordination—leading the Tier 1 CSR team to deliver consistent, high‑quality support.
Maintain collaboration with all departments (import/export, supply chain, master data management) and ensure ongoing communication regarding weekly performance.
Implement and optimize Customer Service technology solutions to enhance operational efficiency.
Partner with Customer Experience Leadership and related clusters (Sales, Master Data Management, Programs, Supply Chain, Import/Export, Pricing, Automation, CI & Quality, Technical Support, Quotations, Services) to advance future strategies and foster synergy.
Develop and monitor performance metrics for team members, providing consistent evaluation and feedback to optimize employee development.
Ensure that standard operating procedures are established, documented, followed, reviewed, and updated as necessary for all departmental activities.
Benchmark existing service levels and drive the development of improvement initiatives.
Enforce company policies and verify that order and return transactions comply with current Terms and Conditions.
Stay abreast of technology advancements relevant to business operations, including computing, e‑commerce, and database management.
Operate independently to identify and pursue opportunities related to orders and specifications, communicating relevant information internally to maximize results.
Build and maintain strong relationships with distributors, end users, agents, and field sales personnel, thereby enhancing Eaton GEIS NA’s image through exemplary customer service.
Promote the sharing of best practices throughout the team.
Qualifications Basic (Required) Qualifications:
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.
No relocation is offered; candidates must reside in Syracuse, NY or Highland, IL, unless an active‑Duty Military Service member.
Preferred Qualifications
MBA.
Knowledge of ERP systems (SAP and Business Explorer).
Deep understanding of SAP, IDOCs, MS Office applications, Business Intelligence and Business Warehouse.
Experience in a manufacturing environment.
Thorough knowledge of Eaton’s various channels to market and familiarity with selling through manufacturer’s representatives, distribution and factory‑direct sales forces.
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.
We believe in second‑chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.
To request a disability‑related reasonable accommodation, please call 1‑800‑836‑6345. Only accommodation requests will be accepted by this phone number.
Eaton provides a range of Health and Welfare benefits, retirement benefits, and paid and unpaid time‑off programs. For more detail, see the Eaton Benefits Overview.
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Customer Experience Manager - Contact Center Tier 1
role at
Eaton .
Eaton’s ES GEIS CHD division is currently seeking a Customer Experience Manager - Contact Center Tier 1. This hybrid position is based at either our Syracuse, NY or Highland, IL facilities. Relocation is not provided for this role. The Global Energy Infrastructure Solutions (GEIS) division is part of Eaton’s global electrical sector and has over 128 years of experience in enhancing efficiency, safety, and reliability for our customers. The expected annual salary range for this role is $94,000 - $138,000 a year.
What You’ll Do The Customer Service Manager – Tier 1 is entrusted with the leadership and oversight of the front‑line customer support team, which is responsible for addressing customer inquiries. This role is pivotal in ensuring the timely and expert resolution of cases, providing advanced guidance to Tier 1 CSRs, and fostering continuous improvement focused on leveraging technology to drive customer satisfaction and employee development while adhering to organizational standards.
In This Role You Will
Oversee pre‑sales and post‑sales responsibilities, including pricing, availability inquiries, technical support, quality notifications, and logistics coordination—leading the Tier 1 CSR team to deliver consistent, high‑quality support.
Maintain collaboration with all departments (import/export, supply chain, master data management) and ensure ongoing communication regarding weekly performance.
Implement and optimize Customer Service technology solutions to enhance operational efficiency.
Partner with Customer Experience Leadership and related clusters (Sales, Master Data Management, Programs, Supply Chain, Import/Export, Pricing, Automation, CI & Quality, Technical Support, Quotations, Services) to advance future strategies and foster synergy.
Develop and monitor performance metrics for team members, providing consistent evaluation and feedback to optimize employee development.
Ensure that standard operating procedures are established, documented, followed, reviewed, and updated as necessary for all departmental activities.
Benchmark existing service levels and drive the development of improvement initiatives.
Enforce company policies and verify that order and return transactions comply with current Terms and Conditions.
Stay abreast of technology advancements relevant to business operations, including computing, e‑commerce, and database management.
Operate independently to identify and pursue opportunities related to orders and specifications, communicating relevant information internally to maximize results.
Build and maintain strong relationships with distributors, end users, agents, and field sales personnel, thereby enhancing Eaton GEIS NA’s image through exemplary customer service.
Promote the sharing of best practices throughout the team.
Qualifications Basic (Required) Qualifications:
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.
No relocation is offered; candidates must reside in Syracuse, NY or Highland, IL, unless an active‑Duty Military Service member.
Preferred Qualifications
MBA.
Knowledge of ERP systems (SAP and Business Explorer).
Deep understanding of SAP, IDOCs, MS Office applications, Business Intelligence and Business Warehouse.
Experience in a manufacturing environment.
Thorough knowledge of Eaton’s various channels to market and familiarity with selling through manufacturer’s representatives, distribution and factory‑direct sales forces.
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.
We believe in second‑chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.
To request a disability‑related reasonable accommodation, please call 1‑800‑836‑6345. Only accommodation requests will be accepted by this phone number.
Eaton provides a range of Health and Welfare benefits, retirement benefits, and paid and unpaid time‑off programs. For more detail, see the Eaton Benefits Overview.
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