Eaton’s Sales Operations division is currently seeking a Customer Service Manager to join their team for Data Center Infrastructure Products. This hybrid role is based in Raleigh, NC. Relocation assistance is available for the successful candidate who resides outside a 50-mile radius of this location. In this role, you'll take on a wide range of responsibilities—from managing product orders to ensuring optimal stock levels. You'll work with a diverse customer base, including hyperscale data centers and major retailers, giving you exposure to dynamic and fast-paced markets. Additionally, you'll provide functional leadership to our team in Querétaro, playing a key role in driving operational excellence and cross-functional collaboration. The expected annual salary range for this role is $123,750.00 - $181,500.00 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. **What you’ll do:** The Customer Support Manager, Order Management is responsible for providing and implementing a customer support strategy to a team of order management representatives. The functions include order entry, post-sales support, and order management for U.S. and international orders. This position in responsible for driving product and strategic planning, forecasting, voice of customer, availability of product, and supporting commercial activities such specific growth programs and campaigns. This position supports revenue and margin for CPS and DIT product sales by working collaboratively with sales, supply chain, customer support, and operations to meet our short and long term strategic objectives. **Job Responsibilities** + Responsibilities include mananging a team that has complete responsibility of order entry / order management of approximately a $1.6B+ CPS and DIT (including Wright Line) product business responsible for interaction with sales teams, coordination with logistics and customers for shipment, coordination with buyers, review of terms & conditions at time of order entry and working closely with credit and legal. + Provide strategic direction and leadership for a team of 37 employees (including 2 managers) while holding them accountable to all critical processes. + Provide order management and alignment for strategic alliance, large volume orders, rep channel, international, affiliate, and global accounts. + Provide guidance, training, and workflow management to customer support representatives in EatonCare shared resource center in Queretaro, Mexico. + Develop new processes as required to improve customer service delivery. Drive new strategies in customer support and establish new metrics, if needed, while leading the organization toward achieving world-class customer service levels and achieving group vision and goals. + Maximize customer satisfaction and employee engagement while meeting internal productivity, financial order management, and sales objectives. + Identify root causes for customer service delivery issues and implement improvements as applicable. + Engage and build relationships with internal and external customers including logistics, purchasing, finance, marketing, product management, legal, sales and field service as required to ensure correct and efficient transfer of information. + Drive monthly forecasting leveraging quote logs, sales input, and backlog. + Partner with Supply Chain organization to manage root causes for customer service delivery issues and implement improvements as applicable. + Participate on calls or meetings related to escalations and assist in driving issues to resolution. **Qualifications:** **Required (Basic) Qualifications:** + Bachelor’s Degree from an accredited institution. + Minimum seven (7) years customer service or sales experience + Eaton will not consider applicants for employment immigration sponsorship orsupport for this position. This means that Eaton will not support any CPT, OPT, orSTEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485job portability, etc. **Preferred Qualifications:** + Manager of people experience + SAP experience + 7+ years of electrical industry experience 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.