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. Our strategic focus is on driving growth, leveraging innovation, and building capability across our global network. We operate in dynamic and ever evolving markets, be this as a result of energy transitions, digitalization, safety, or a continued drive for greater efficiency within our customers, partners and suppliers. To deliver on this, we need the best people. We need diverse ideas, experiences, mindsets, and skills to imagine the future solutions our markets will need. The expected annual salary range for this role is $94000 - $138000 a year. Please note the salary information shown 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:** 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 a wide range of pre-sales and post-sales responsibilities, including pricing and availability inquiries, technical support, quality notifications, and logistics coordination—by leading the Tier 1 CSR team to deliver consistent, high-quality support within the defined business scope. + Maintain close collaboration with all departments involved in pre-sales and post-sales processes (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, ensuring 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 and implementation of improvement initiatives. + Enforce company policies and verify that order and return transactions comply with current Terms and Conditions. + Stay abreast of advancements in technology 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. + Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1, H-1B, H-1B cap registration, O-1, E-3, TN status, 1-485 job profitability, etc. + No relocation is offered for this position. All candidates must currently reside within Syracuse, NY OR Highland, IL to be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation. Preferred Qualifications: + MBA + Knowledge of ERP system (SAP and Business Explorer) + Must have a high understanding of SAP, IDOCs, MS office applications, Business Intelligence and Business Warehouse. + Experience in a manufacturing environment. + Thorough knowledge of our various channels to market and familiarity with selling through manufacturer’s representative, 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. Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws. You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number. 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.youreatonbenefits.com/candidates) 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.