Customer Experience Director at Emerson Electric Co in Milwaukee, Wisconsin

Job Description:

At Emerson, we are innovators and problem-solvers, focused on a common purpose: leaving our world in a better place than we found it. Each and every day, our foundational values—integrity, safety and quality, supporting our people, customer focus, continuous improvement, collaboration and innovation—inform every decision we make and empower our employees to keep reaching higher. As a global technology and engineering leader, we provide groundbreaking solutions for customers in industrial, commercial, and residential markets. Our Emerson Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production and protect personnel and the environment while optimizing their energy and operating costs. Our Emerson Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure.

Emerson, a Fortune 500 company with $15.3 billion in sales and 200 manufacturing locations worldwide, is committed to helping employees grow and thrive throughout their careers.
Whether you’re an established professional looking for a career change, an undergraduate student exploring options or a recent MBA graduate, you’ll find a variety of opportunities at Emerson. Join our team and start your journey today.

If you are a Customer Service professional looking for an opportunity to grow, Emerson has an exciting opportunity for you!  Based in our Cudahy, WI location, you will be a pioneer of a customer-obsessed organization designed to create a standard of world-class engagement across all customer interactions, and help sustain an exceptional period of growth within our business. You will be a catalyst of positive change in evolving and aligning our existing customer support teams, having responsibility ranging from large project management to lifecycle service support, and will report directly into the VP/GM.  You will play an integral role in managing customer retention, project quality and timing cost avoidance, and overall customer expectations.  AS A CUSTOMER EXPERIENCE DIRECTOR, YOU WILL: 

• Lead the entire Customer Experience organization, providing an overarching strategy and vision for their team to follow 
• Design and improve the customer experience by engaging directly with customers to understand their specific needs
• Map the customer journey to identify opportunity for improvements or change, and test new strategies to improve value
• Continually review and evolve the collection of processes Vilter uses to track, oversee, and organize every interaction with the customer and lifecycle of products and solutions
• Champion opportunities to consistently improve the customer experience at Vilter
• Implementing change that anticipates and addresses customer questions, needs, and complaints
• Prepare organization for sustained growth cycle by implementing key sales and project management tools to aid in efficiency and create data-driven insights and priorities

REQUIRED EDUCATION, EXPERIENCE & SKILLS:

• Bachelors degree in Science, Engineering, or equivalent
• Minimum of eight years of Project Management experience
• Ability to build trust with both internal and external stakeholders and customers
• Strong oral/written communication skills
• Proven ability to attract and develop talent 
• Ability to travel up to 25% of the time. 
• Legal authorization to work in the United States - Sponsorship for this Role will not be provided. 

• Preferred Project Management Certification (PMP, CAPM, Six Sigma, and others)
• Strong interpersonal skills, ability to build relationships
• Inspiring visionary, passion for change management

Benefits
Emerson places a high value on ensuring that employees have a good work-life balance.  We provide access to a competitive benefits package, including the following: medical, dental, and vision coverage, life insurance, parental leave, 401k participation with a competitive match, tuition reimbursement, onsite fitness center, and an online wellness rewards program.  Emerson also offers generous vacation and paid holidays.

Why Work in the Greater Milwaukee area
Cudahy is a quaint community located in Milwaukee County, where clean neighborhoods mingle with acres of parkland, major transportation access and big city attractions all within an arm's reach, with a small-town feel.  Cudahy has six county parks and 823 acres of parkland, seasonal farmers markets in front of City Hall, and an extravagant Fourth of July celebration. With lots of community involvement, the city has many family-friendly events throughout the year.  

The area is home to several major league sports teams including the Milwaukee Bucks, Milwaukee Brewers with Lambeau Field, home of the Green Bay Packers just 2 hours away!  

Traveling in and out of the area is also a breeze! General Mitchell International Airport is just minutes away with Chicago O’Hare International Airport just a little over an hour away.

About our Location
The 150-year history of the Vilter brand tells a rich story of perseverance and drive to cultivate continuous innovation within the industrial refrigeration and gas compression industries.  Vilter Industrial Products offers the latest products and solutions for industrial refrigerator and oil and gas compression. Approximately 225 employees work in Cudahy, who all support a multitude of business functions. With the blend of businesses and functions represented under this one roof, there are many opportunities for advancement within the Cudahy location.
 

Customer Service