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 invoicingMonitor and continuously improve metrics related to order fulfillment, late orders, and invoicingCollaborate cross-functionally with Sales, Field Service, Procurement, Warehouse, Finance, and IT to remove roadblocks and improve speed to fulfillmentPartner with IT team to optimize digital ordering channels, ensuring a consistent and intuitive user experienceDevelop scalable support strategies for self-service, live chat, and other digital service modelsIdentify 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 processesRequirements: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 preferredFamiliarity with ERP systems and CRM platforms, IFS preferred Demonstrated success leading change management initiatives and digital transformation projectsHas excellent written, verbal and problem-solving skillsCore 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
Read LessEquipment & 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.
Business Unit/Department: Process Systems and Solutions
Location: Preferred locations include Cleveland, OH and Columbus, OH; Pittsburgh, PA is also acceptable
Essential Duties and Responsibilities:
Able to demonstrate a comprehensive understanding of PLC-centric architectures and software. This includes in-depth knowledge of different PLC brands (e.g., Emerson, Rockwell Automation/Allen-Bradley, Siemens, Schneider Electric, GE Fanuc), their distinct product lines (compact, modular, and safety PLCs), and their underlying architectural components (e.g., processor types, I/O modules, and communication modules).Possess a strong understanding of PLC integration within broader automation systems. This includes familiarity with their connectivity to Human Machine Interfaces (HMIs), industrial communication networks, Variable Frequency Drives (VFDs), and the full spectrum of sensors and actuators.Demonstrate extensive knowledge of PLC applications across diverse industries (e.g., discrete manufacturing, process control, packaging, automotive, food & beverage, water/wastewater) and specialized functions (e.g., machine control, batch processing, material handling, robotics integration, safety systems).Be able to identify and qualify sales opportunities, apply knowledge of customer’s business and establish a value proposition that results in sales.Act as the representative for other Emerson entities by identifying opportunities and introducing the appropriate resources necessary to complete the transaction.Requirements:The Ideal Candidate:
Will possess a four-year engineering degree or equivalent industry experience.Will possess at least 3 years of proven sales to industrial accounts with working knowledge of process control fundamentals. This includes selling into large, complex accounts with both individual and team responsibilities. The individual will demonstrate an understanding of the technical and business challenges faced by this market and proven ability to develop and deliver solutions.Will possess a proven history of solution selling success demonstrated by the ability to diagnose a customer’s requirements and map a solution of multiple products and services to meet the customer’s needs.Will possess strong presentation, consultative selling, interpersonal, account planning and communication skills.Must be a team player able to work closely with System Sales Director and representatives from other business units.Must be able to entertain and manage key sales relationships.Must be able to penetrate new accounts, develop solid territory business plans and be able to effectively cover territories on a daily basis. A good mechanical aptitude is helpful, and a strong work ethic is essential to success.Must leverage account planning and time management to capture businessCore Competencies:
WORK COLLABORATIVELY - Promote an inclusive and positive work environment that encourages collaboration and team building across all levels of the organization. Work with others to resolve obstacles that may prevent the organization from achieving its mission.CUSTOMER FOCUS - Demonstrate the desire and knowledge to understand customer needs. Provide personalized, professional and courteous service, accurate information, continuous communication and the ability to handle customer concerns in an appropriate manner.INTEGRITY - Behave ethically, act fairly and take responsibility for accomplishing work goals.Additional Details
We provide our sales force with everything needed for success, including world-class products, industry marketing, excellent initial and ongoing training, sales tools, laptop, cell phone and a car allowance. We reward hard work and success with a competitive salary, excellent benefits package, and retirement savings program which includes a 401(k) plan with company match and profit sharing. EEO/AA/M/F/Veteran/Disability
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