Job Title: Customer Support Team Leader

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　　As a Customer Support Team Leader you are responsible for coordinating a medium-size team of Customer Support Representatives (CSR) and overseeing the order to invoice process to meet all related goals and objectives of both, Eaton and our Customer. Team Leader ensures and further develops the right service level to our customers in line with the company goals.

　　Your main responsibilities:

　　• Full coordination of customer support services end-to-end from order to delivery and billing, including a specific type of customer either flow /or project businesses, which can include multiple product lines and respective sequencing of orders to fulfill external customer project

　　• Manages a variety of pre-sales or post-sales services coordinating a medium-size team of Customer Support Representatives within busines scope (flow or project business)

　　• Supports Eaton Health & Safety rules and provides lead example to his/her team

　　• Responsible for leading the development of the direct reports (carry out regular one to ones, observe and support performance, enable the develop of the team members by coaching and training activities, conduct the performance evaluation, regular quarterly discussions)

　　• Generates KPI's related the business performance metrics, areas for improvement and allocation of resources

　　• Drives the deployment of standard processes and procedures to ensure consistent sales support, EQMS compliance and customer satisfaction

　　• Focused on continuous improvement of data & processes by driving applying Problem Solving for detail understanding of the root-causes of quality defects

　　• Manages all requested customer backlog changes and business dynamics such as preparation to support price increases, sales volumes up & downs, specific product situations (quality issues, logistic changes, etc.)

　　Leads the communication with customers, suppliers and delivering after-sales service for business customers (telephone, mail)

　　• Applies CIF tools to coordinate his/her CSR team and supports other CI and Training activities to ensure business continuity and manning strategy

　　• Coordinates a close cooperation with other departments connected to pre-sales and post-sales steps such as import/export, supply chain and master data management, eventually multiple product lines; ongoing communication about weekly performance to respective CSOs and Sales Account Mgrs. in scope

　　• Collaborates with Customer Support Manager towards future strategy and synergies across CSR teams within the cluster of Zones / CSOs group

　　• Participate in recruitment initiatives as necessary

　　• Conduct monthly operation synchronization meetings to manage organizational chart, improve efficiencies, streamline processes, and identify reluctant tasks

　　• Provide metrics concerning KPI's and SLA's to Cluster Manager. Adjust resources or recommend changes that enabled the team to achieve SLA's and high customer satisfaction ratings with Customer Support Team

　　• Provide corrective action plans when SLA and KPI goals are not met. Establish set goals for the team to improve performance.

　　• Hold a daily accountability call with Team members and CI & Training Senior

　　• Support Team members with escalations and Customer communication in case needed

　　• Ensure that members of the operations team adhere to company rules and work ethics

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　　What you'll do:

　　Your main responsibilities:

　　• Full coordination of customer support services end-to-end from order to delivery and billing, including a specific type of customer either flow /or project businesses, which can include multiple product lines and respective sequencing of orders to fulfill external customer project

　　• Manages a variety of pre-sales or post-sales services coordinating a medium-size team of Customer Support Representatives within busines scope (flow or project business)

　　• Supports Eaton Health & Safety rules and provides lead example to his/her team • Responsible for leading the development of the direct reports (carry out regular one to ones, observe and support performance, enable the develop of the team members by coaching and training activities, conduct the performance evaluation, regular quarterly discussions)

　　• Generates KPI's related the business performance metrics, areas for improvement and allocation of resources

　　• Drives the deployment of standard processes and procedures to ensure consistent sales support, EQMS compliance and customer satisfaction

　　• Focused on continuous improvement of data & processes by driving applying Problem Solving for detail understanding of the root-causes of quality defects

　　• Manages all requested customer backlog changes and business dynamics such as preparation to support price increases, sales volumes up & downs, specific product situations (quality issues, logistic changes, etc.)

　　Leads the communication with customers, suppliers and delivering after-sales service for business customers (telephone, mail)

　　• Applies CIF tools to coordinate his/her CSR team and supports other CI and Training activities to ensure business continuity and manning strategy

　　• Coordinates a close cooperation with other departments connected to pre-sales and post-sales steps such as import/export, supply chain and master data management, eventually multiple product lines; ongoing communication about weekly performance to respective CSOs and Sales Account Mgrs. in scope

　　• Collaborates with Customer Support Manager towards future strategy and synergies across CSR teams within the cluster of Zones / CSOs group

　　• Participate in recruitment initiatives as necessary

　　• Conduct monthly operation synchronization meetings to manage organizational chart, improve efficiencies, streamline processes, and identify reluctant tasks

　　• Provide metrics concerning KPI's and SLA's to Cluster Manager. Adjust resources or recommend changes that enabled the team to achieve SLA's and high customer satisfaction ratings with Customer Support Team

　　• Provide corrective action plans when SLA and KPI goals are not met. Establish set goals for the team to improve performance.

　　• Hold a daily accountability call with Team members and CI & Training Senior

　　• Support Team members with escalations and Customer communication in case needed

　　• Ensure that members of the operations team adhere to company rules and work ethics

　　Qualifications:

　　Qualifications:

　　Education level required Bachelor's degree (BS/BA) from an accredited institution or equivalent professional degree

　　Strong English language capabilities

　　Years and area of experience required

　　3-5 year of Customer Service experience

　　Skills:

　　Skills:

　　Technical knowledge

　　Basic Microsoft Office. Good practical knowledge on ERP - SAP/Oracle; e-Commerce; CIF (Continuous Improvement Framework); Case Mgmt.; new tools in future also includes CPQ; Sales Force; EQMS compliance

　　Soft skills

　　Understanding of Health & Safety rules; Negotiation Skills, Excellent Communication (Written and Verbal) and interpersonal skills,Strong Customer Service Skills, Ability to build and maintain positive customer relationships, Drive for results and collaborative style, Demonstrated ability to take ownership of an assignment and customer satisfaction, Strong people management skills; Problem Solving techniques; Digital mindset

　　Qualifications:

　　Education level required

　　Bachelor's degree (BS/BA) from an accredited institution or equivalent professional degree

　　Strong English language capabilities

　　Years and area of experience required

　　3-5 year of Customer Service experience

　　Skills:

　　Technical knowledge

　　Basic Microsoft Office. Good practical knowledge on ERP - SAP/Oracle; e-Commerce; CIF (Continuous Improvement Framework); Case Mgmt.; new tools in future also includes CPQ; Sales Force; EQMS compliance

　　Soft skills

　　Understanding of Health & Safety rules; Negotiation Skills, Excellent Communication (Written and Verbal) and interpersonal skills,Strong Customer Service Skills, Ability to build and maintain positive customer relationships, Drive for results and collaborative style, Demonstrated ability to take ownership of an assignment and customer satisfaction, Strong people management skills; Problem Solving techniques; Digital mindset

　　What we offer to you:

　　• Flexible working solutions (hybrid work solution 2 days home office 3 days office) are implemented across different EMEA locations

　　• Challenging projects in dynamic collaborative team

　　• Permanent contract in a fast-growing global company

　　• We make ethics and culture matter - You will enjoy working in supportive and collaborative workplace where ethics and safety are in our DNA

　　• We make your perspectives matter - Different points of view are what drive innovation and collaboration, and at Eaton, innovation begins with top-to-bottom diversity. Our senior leadership is made up of individuals from diverse groups to help create an environment where employees feel represented and heard at every level

　　• We make your growth matter. We invest in our employees for the long term not just with salary and benefits, but with ongoing learning through Eaton University

　　• We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people's lives and the environment through power management technologies

　　• We make your wellbeing matter - We put your health and safety first. Wellness at Eaton is more than a program, it's about changing the environment by offering the right tools to help empower employees to make that happen

　　• We make your voice matter - we value safety and trust. This is a place where you can speak up and be heard. There's room here for everyone because we believe that every person matters