Customer Experience Lead

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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