Customer Service Manager, RWDD
The RWDD Customer Service Manager is responsible for leading and managing the Customer Service organization for the Wiring Devices segment of RWDD. Primary areas of responsibility includes customer service, technical customer support, leading front end initiatives and acting as a customer liaison between the operations functions, product management and other internal departments. This role requires in depth understanding of sales and customer support functions, a technical aptitude for solving problems, an understanding of lean six sigma principles with proven experience leading and operating in a transactional and strategic environment. Key deliverables include share growth and achieving profit goals along while providing project leadership to efforts such as C360 implementation and enhancements, EDI and eShopping efforts along with ad hoc projects as directed.
The RWDD Customer Service Manager essential functions, include:
Collaborating with the sales and marketing leadership teams to develop and introduce execution plans that deliver on strategic priorities.
Identifying and defines process changes required due to changing business/customer requirements and needs.
Leading the customer service organization including customer service, order entry (both domestic and international), EDI, international customer service and technical customer service.
Leading, facilitating and executing projects surrounding customer efficiencies using lean principles and processes to deliver results
Developing and implement organizational structure that provides seamless service to the customer while managing internal complexity and handoffs effectively.
Ability to execute and drive performance metrics such as customer service KPI’s order cycle time, phone metrics, C360 escalations etc
Recommending and implementing new technologies for customer facing e-tools such as C3, e-catalog and cross reference database, phone systems, etc
Minimum 5 years of experience in customer facing experience in a B2B environment
Minimum 2 years of leadership experience
Bachelor’s degree from an accredited institution
MS Excel expertise
MS Access and MS PowerPoint proficiency
SAP experience preferred
Technical – Knowledge of Customer Service Processes and Systems preferred.
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.
Region: North America – US/Puerto Rico
Organization: EPG RWDD Residential Wiring Devices Div
Job Level: Manager
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: Relocation from within hiring country only
Travel: Yes, 25 % of the Time