Customer Experience, E-Commerce Manager

Eaton's Crouse-Hinds, B-Line and Oil & Gas division is currently seeking a Customer Experience, E-Commerce Manager to join our team. This position is based at the Syracuse, NY location.

Position Overview:

The Customer Experience Manager, Global E-Commerce will be responsible for the strategic digital transformation and operational improvement initiatives across the global Crouse-Hinds, B-Line and Oil & Gas division. This role will focus on continuously improving and aligning the customer experience across multiple platforms through data driven analysis along with increasing efficiency to grow e-commerce usage while improving operational KPIs.

This position will manage strategic and successful adoption of Electronic Data Interchange (EDI), Vendor Managed Inventory (VMI) and Order Center platforms. This role serves as an advocate in the e-commerce business and champions' projects to continually service our customer base. This position will coordinate and connect with other functional teams including sales, operations, finance, IT, and marketing to share customer insights and ensure that Eaton continually improves the customer experience.

Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It's where bold, bright professionals like you can reach your full potential-and where you can help us reach ours.

In this function you will:

• Drive growth of electronic transactions by identifying and establishing trading partner relationships with customers through EDI, VMI and Order Center platforms for the global Crouse-Hinds, B-Line, Oil & Gas business.
• Identify, champion, and implement improvements and enhancements that accelerate business growth and improves the overall customer experience
• Support building of global EOE strategy and continued strategic alignment with corporate IT teams.
• Maintain and support plans that develop resources moving from manual transactional work to supporting a world class digital experience.
• Continually expand knowledge of customer's marketing, technology, and general business needs.
• Coordinate with various internal teams to drive continuous improvement and operational excellence.
• Provide insights on customer personas to identify any gaps that hinder optimal user experience.
• Manage SAP connection with multiple eCommerce platforms to ensure seamless order processing, synchronized data feed and successful document transmissions.
• Serve as subject matter expert for all SAP QTC transactions and train department team members on execution of those transactions.
• Oversee preparations of weekly/monthly metrics for upper management on customer engagement, electronic usage, and growth opportunities.
• Develop and implement processes and procedures that facilitate friction-free commerce between Eaton, our customers, agents and sales.
• Initiates and drive cost reduction projects to help maximize efficiency of the Customer Service department.
• Oversee the implementation of global standardized business practices for customer master data entry.
• Manage all customer service-related credits/deductions to drive a reduction of overall DSO numbers.
• Manage team of Cx eCommerce Specialists that support all efforts to continuously drive manual to electronic
• Provide any additional ad hoc reports/activities as needed.
• Work closely with the Customer Service Managers, Warehouse Management, and Field Sales Management providing routing information, expedited services and recommendations to make timely deliveries of products to support customer service objectives.
• Work closely with Field Sales personnel concerning aspects of fleet operations.
• Drive Duty/Tariff strategies to manage costs, import/export initiatives and works with PLM/Engineering/Sourcing teams to make the best business decision on these movements.

Why work at Eaton? We provide benefits that are industry competitive and focused on employee well-being. Listed below are programs that are offered globally, but program availabilities may vary by site.

• Flexible work options to help balance work/life demands (at participating Eaton sites)
• Healthcare/retirement savings programs
• Competitive compensation packages to reward skills and performance
• Tuition assistance or financial help for ongoing learning and development
• Health, Dental, Vision & Wellness programs
• Donation matching (U.S., Canada, Puerto Rico)

When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we - as individuals and as a company - are stronger.

Qualifications

Required (Basic) Qualifications:

• Bachelor's degree in Information Systems, Computer Science or related field from accredited institution
• 7+ years of demonstrating an advanced understanding of B2B e-commerce platforms and successfully executing electronic adoption
• 7+ years of process or project management experience
• Extensive knowledge of e-commerce technology and business analytics
• Experience with various EDI standards, including ANSI X12 and EDIFACT.
• Must have a high understanding of SAP, IDOCs, Sterling Integrator as well as MS office applications, Business Intelligence and Business Warehouse.
• Ability to identify new areas of e-commerce opportunity beyond current organizational thinking
• Possess outstanding analytic skills, strong experience interpreting test results and drawing conclusions to drive results
• High energy, deadline driven individual with strong problem-solving skills
• Knowledge of agile/SCRUM
• Managerial experience
• Excellent oral and written communication skills
• Demonstrated ability to work well with people of all levels of the organization
• Ability to prioritize multiple assignments at one time with attention to detail and commitment to customer service
• Must be able to lead and manage upwards and downwards
• Must be able to work in the United States without corporate sponsorship now or in the future.
• No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of Syracuse, NY will be considered. Active Duty Military Service member candidates are exempt from the geographical area limitation.

Preferred Qualifications:

• Knowledge of Crouse Hinds and B-Line products
• SAP Super User
• Experience in a manufacturing environment
• Experience within the electrical and/or telecom industry

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.

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Eaton considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call 412-893-3600 or send an email to: [email protected]

What you will get from us

Eaton's mission is to improve the quality of life and the environment through the use of power management technologies and services. We provide sustainable solutions that help our customers effectively manage electrical, hydraulic and mechanical power - more safely, more efficiently and more reliably. Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each day. It's where bold, bright professionals like you can reach your full potential-and where you can help us reach ours. Eaton's 2020 revenues were $17.9 billion, and we sell products to customers in more than 175 countries. We have approximately 85,000 employees.

We make work exciting, engaging and meaningful for our employees through our dedication to tackling some of the toughest power management challenges on the planet and by never losing sight of what matters. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We pledge to always foster a diverse and inclusive environment, including inclusion resource groups that bring together employees who share a common purpose, interest or background. In the past year, our company has received top employment recognition by the Human Rights Campaign and almost fifty percent of our Board of Directors represented diverse groups. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we - as individuals and as a company - are stronger.

We have demonstrated our passion for sustainability with the recent announcement of cutting carbon emissions from the company's operations by at least 50 percent by 2030. We are ethical, passionate, accountable, efficient, transparent and committed to learning. We are confident we can deliver on our promise to improve the quality of life and the environment because of the attributes that our employees embody.

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.

Job: Sales

Region: North America - US/Puerto Rico
Organization: EPG CHD EP Americas

Job Level: Manager
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes - Hybrid
Does this position offer relocation?: No
Travel: Yes, 10 % of the Time