Customer Experience Manager at Equipment & Controls, Inc.

Description

We are seeking an experienced and detail-oriented professional to lead our talented and customer-critical team of sales support and order management specialists. The Customer Experience Manager leads a team responsible for ensuring positive customer experience from order placement to invoice. This role is pivotal in driving customer satisfaction, optimizing all customer order handling processes and systems, and enhancing digital touchpoints including eCommerce and LiveChat platforms. The ideal candidate is both customer-obsessed and operationally savvy, with experience leading high-performing teams, managing order-to-cash cycles, and improving digital service channels.

Location:  Lawrence, PA

Ideal Candidate: 

You are a detailed and organized professional that understands the importance of prompt and accurate work as being a critical part of a customer’s overall experience. You have managerial skills that allow you to effectively coordinate the daily work of a large team, and leadership savvy to inspire and drive strategy. You are willing to challenge and be challenged, courageously steering a mature organization to stay relevant with an evolving set of buyer trends and customer expectations. You are willing to get involved in detailed work of your team, while staying at a level allowing you to see and steer big picture initiatives.  

Essential Duties and Responsibilities:

• Oversee and support the order-to-cash process, ensuring timely and accurate processing of orders and invoicing
• Monitor and continuously improve metrics related to order fulfillment, late orders, and invoicing
• Collaborate cross-functionally with Sales, Field Service, Procurement, Warehouse, Finance, and IT to remove roadblocks and improve speed to fulfillment
• Partner with IT team to optimize digital ordering channels, ensuring a consistent and intuitive user experience
• Develop scalable support strategies for self-service, live chat, and other digital service models
• Identify and resolve pain points in the digital customer journey using data 
• Evaluate and deploy tools and technologies to improve automation, visibility, and efficiency in customer and order processes

Requirements

Qualifications:

• Possesses a bachelor’s degree or related equivalent experience 
• Has 5+ years of business experience in order management or customer experience 
• Experience in eCommerce or digital B2B customer experience strongly preferred
• Familiarity with ERP systems and CRM platforms, IFS preferred 
• Demonstrated success leading change management initiatives and digital transformation projects
• Has excellent written, verbal and problem-solving skills

Core Competencies:

• WORK COLLABORATIVELY - Promotes an inclusive and positive environment that encourages collaboration and teambuilding across all levels of the organization and seeks opportunities to work with others to resolve obstacles that may prevent the organization from achieving its goals.
• CUSTOMER FOCUS - Demonstrates the desire and knowledge of customer needs by providing personalized, professional and courteous service, accurate information, continuous communication, and ability to accept criticism and handles customer complaints in an appropriate manner.
• INTEGRITY - Behaves ethically, acts fairly, and takes responsibility – Choosing an ethical course of action through a strict code of ethics, treating others with honesty, fairness, and respect, taking and accepting responsibility for ones decisions and actions.

Who We Are:

Equipment & Controls, Inc. is a successful and innovative Emerson Impact Partner. ECI provides an entrepreneurial opportunity for each employee to achieve our common mission of Delivering Successful Customer Outcomes 100% of the Time. Our customer base includes oil and gas, chemical, power, food and beverage, mining and metals, life sciences, pulp and paper, refining, petrochemical, OEM and nuclear industries. With offices in Pennsylvania, West Virginia and Ohio, ECI is the region’s leader in process control and industrial automation products and solutions. We seek individuals that share our passion for excellence.

Additional Details 

We provide our team with everything needed for success, including world-class products, excellent initial and ongoing training and top-notch work equipment. We reward hard work and success with a competitive base salary and benefits package, as well as a retirement savings program, which includes 401(k) with company match and profit sharing. Salary is based on experience. EEO/AA/M/F/Veteran/Disability