Customer Support Senior Representative for Strategic Accounts

Join Eaton, a global leader where equality and inclusivity are at the heart of our mission. Here,
everyone is valued and belongs. Be part of a team that delivers cutting-edge, energy-efficient solutions,
making a tangible impact on the world. We empower our customers to manage electrical, hydraulic,
and mechanical energy more effectively, safely, and sustainably. At Eaton, we're dedicated to
enhancing quality of life and protecting the environment with our innovative energy management
technologies and services.
Our EMEA Business Service Center (BSC) in Budapest is Eaton's largest office in the region. With a
diverse team of over 700 people, representing 40+ nationalities and speaking 20+ languages, the BSC
is the central hub for business services. It empowers seamless operations and drives exceptional
results across our electrical, industrial, and corporate teams. We are proud to be a Disability Friendly
Workplace, ensuring an inclusive environment for all our employees.

What you'll do:

Ready to take ownership of a high-impact customer support operation? In this role, you will lead a dedicated team supporting a strategic Data Center account across EMEA, ensuring seamless order management, strong stakeholder collaboration and outstanding customer experience. You'll be the driving force behind operational excellence, team development and continuous improvement in a dynamic, international environment.

Key responsibilities:

• Coordinate the end-to-end order management process, ensuring alignment between pre-sales, quotation, order entry, project execution and delivery.
• Manage internal communication and stakeholder alignment, including organizing meetings, setting deadlines and ensuring effective information flow.
• Act as the main escalation point for internal issues related to the strategic account and proactively identify solutions to complex customer queries.
• Coordinate with Customer Service Operations, Application Engineers, Central Customer Projects and Supply Chain to ensure timely order fulfilment.
• Oversee different types of sales orders, including Delivery to Order (DTO), Configure to Order (CTO) and Engineer to Order (ETO).
• Support the Sales Manager and Business Owner in managing client relationships and the Request for Quotation process.
• Establish objectives, monitor team performance and ensure the achievement of business goals and service-level targets.
• Lead, coach and develop direct reports through regular one-to-one meetings, performance reviews, training and development activities.
• Drive the development and standardization of processes and procedures to ensure consistent sales support and customer satisfaction.
• Identify process improvement opportunities, map workflows and collaborate with the Business Intelligence team to support continuous improvement.
• Lead communication with the customer's dedicated teams, including Cost, Supply Chain and Contract Management.
• Facilitate knowledge sharing and transfer between support teams.
• Ensure compliance with applicable corporate policies, processes and training requirements.

Qualifications:

• 3-5 years of experience in Customer Service or a related customer support function.
• Good understanding of the end-to-end order management process.
• Experience working with ERP systems, preferably SAP or Oracle.
• Proficiency in Microsoft Office applications.
• Fluency in English; additional European languages are an advantage.
• Experience in coordinating stakeholders and managing complex customer-related processes.
• Strong understanding of business requirements and customer satisfaction drivers.

Skills:

• Excellent communication, collaboration and interpersonal skills.
• Strong problem-solving and negotiation abilities.
• Effective stakeholder management and coordination skills.
• Strong leadership and people management capabilities.
• Ability to work independently, prioritize tasks and meet deadlines.
• Analytical mindset with the ability to identify process improvement opportunities.
• Proactive approach and ability to handle complex tasks, queries and escalations.
• Strong organizational skills and attention to detail.