Customer Experience Lead

Eaton’s ES AMER ARS PDCAD division is currently seeking a Customer Experience Lead. This position is located at our facility in El Paso, TX.

The expected annual salary range for this role is $91500.03 - $134200.04 a year. This position is also eligible for a variable incentive program.

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.

As the Customer Experience Lead at Eaton’s El Paso plant, you will be the bridge of trust between our organization and Customers. Your mission is to create exceptional customer experiences, serving as the Voice of the Customer. Reporting directly to the Plant Manager, you will have a direct influence on all resources within the plant to ensure a favorable experience for Customers.

What you’ll do:

• Develop and nurture strong relationships with Customers stakeholders.
• Understand Customers’ business needs, pain points, and strategic objectives.
• Primary point of contact for Customers, ensuring timely communication and issue resolution.
• Advocate for Customers within Eaton, representing their interests and needs.
• Gather feedback from Customers on product quality, service, and overall satisfaction.
• Translate customer insights into actionable improvements across the plant.
• Collaborate with cross-functional teams (engineering, production, supply chain) to align plant operations with Customers’ expectations.
• Ensure that plant processes and deliverables meet or exceed Customers’ standards.
• Continuously assess and enhance the end-to-end customer journey.
• Identify opportunities for process optimization, cost reduction, and service excellence.
• Implement personalized solutions to enhance Customers’ experience.
• Address any customer concerns promptly and effectively.
• Escalate critical issues to the appropriate channels while maintaining transparency with Customers.
• Define key performance indicators (KPIs) related to customer experience.
• Regularly report on CX metrics, highlighting successes and areas for improvement.
• Work closely with internal teams to ensure alignment with Customers’ expectations.
• Champion a customer-centric culture within the plant.

Qualifications:

Required Qualifications:

• Bachelor’s degree from an accredited institution
• Five (5)+ years in customer-facing roles
• Must be authorized to work in the US without sponsorship now and within the future
• No relocation offered. Must reside within 50 miles of El Paso, TX or be active military

Preferred Qualifications:

• Experience working in Business 2 Business environment
• Experience leading cross functional teams

Skills:

• Passion for Excellence: Strive for continuous improvement in customer interactions.
• Adaptability: Thrive in a dynamic startup environment.
• Collaborative Spirit: Work effectively with diverse teams.
• Results-Driven: Focus on achieving measurable outcomes
• Communication Skills: Excellent verbal and written communication skills.
• Empathy: Ability to understand and empathize with customer needs.
• Problem-Solving: Proven track record of resolving complex customer issues.
• Strategic Thinking: Ability to align CX initiatives with overall business strategy.
• Ability to travel 10-15% for customer visits, conferences, and team collaboration.

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We know that good benefit programs are important to employees and their families. 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 (https://www.eaton.com/content/dam/eaton/company/careers/US%20Benefits%20updated%2010.24.22.pdf) for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.