Customer Experience Lead

Eaton Corporation • South Milwaukee, WI

11h • $113,000 - $165,000

About The Position

Eaton’s Power Reliability Division has an opening in South Milwaukee, WI for a Customer Experience Lead. This role is responsible for development and execution of post order communication plans, communication of production recovery plan, and customer service responsiveness.
The expected annual salary range for this role is $113000 - $165000 a year.
Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.
What you’ll do:
• Improve and deploy customer service process that increase responsiveness of customer and sales communication - On time shipping performance, and advanced warning of ship delay, for the South Milwaukee plants for both overhead and padmount switchgear lines.
• Develop and deploy a rigorous cadence of reviews with field sales, and key strategic customers, to communicate South Milwaukee performance and recovery status to build confidence in South Milwaukee’s performance.
• Develop and deploy scorecards for the plant using Standard tools,(Mosaic, Excel, PowerBI) to monitor plant recovery efforts, and report them out to South Milwaukee leadership, customers and Sales Organization.
• Establish calls with key sales leaders to understand areas for improvement in communication.
• Collect VOC details from sales and marketing with advocation within the business to drive improvements
• Work with the Scheduling teams at the factory to document and improve key processes for creating and communicating ship dates, and reschedules, in conjunction with the CI team at the plant, to improve On Time Performance, and Advanced Warning of Ship Delay.
• Collaborate with product line managers, as relevant, in creating reporting tools and metrics for plant performance to support product line growth initiatives.

Requirements

• Bachelor’s degree from an accredited educational institution
• Minimum of 5 years work experience in project management / Operations Management / Supply Chain (with concentration on projects)
• Candidate must be authorized to work in the United States without sponsorship
• Prior Experience as a leader of people.

Nice To Haves

• Master’s Degree in engineering or Business from an accredited educational institution
• Experience with switchgear and South Milwaukee product background
• Power Systems experience
• Project Management Certification or training
• Six Sigma Certification
• Strong strategic ability, able to see inflection points and provide recommended action plans
• Excellent verbal, oral and written communication skills for technical and non-technical matters
• Excellent knowledge of how to use PowerBI, SharePoint and Excel to develop score cards and reports
• Ability to drive for results using influence, not authority
• Ability to work independently, effectively prioritizing work while consistently meeting deadlines and commitments
• Extensive customer facing experience and strong commercial savviness in dealing with all levels of an organization

Responsibilities

• Improve and deploy customer service process that increase responsiveness of customer and sales communication - On time shipping performance, and advanced warning of ship delay, for the South Milwaukee plants for both overhead and padmount switchgear lines.
• Develop and deploy a rigorous cadence of reviews with field sales, and key strategic customers, to communicate South Milwaukee performance and recovery status to build confidence in South Milwaukee’s performance.
• Develop and deploy scorecards for the plant using Standard tools,(Mosaic, Excel, PowerBI) to monitor plant recovery efforts, and report them out to South Milwaukee leadership, customers and Sales Organization.
• Establish calls with key sales leaders to understand areas for improvement in communication.
• Collect VOC details from sales and marketing with advocation within the business to drive improvements
• Work with the Scheduling teams at the factory to document and improve key processes for creating and communicating ship dates, and reschedules, in conjunction with the CI team at the plant, to improve On Time Performance, and Advanced Warning of Ship Delay.
• Collaborate with product line managers, as relevant, in creating reporting tools and metrics for plant performance to support product line growth initiatives.

Benefits

• Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview.
• Relocation is offered for this position.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level