Customer Support Senior Representative for Strategic Accounts (German Speaker)

What you'll do:

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As a Customer Support Senior Representative for Strategic Accounts, you will be responsible for coordinating the full end-to-end order management cycle for key strategic customers across the EMEA region. This includes managing sales orders, qualifying RFIs and RFQs as part of tender processes for new business opportunities, and ensuring accurate and timely order entry in the ERP system. You will collaborate closely with local Customer Service Offices (CSOs), application engineers to support product installation and commissioning, and supply chain teams to secure on-time delivery for a variety of order types (delivery-to-order, configure-to-order, and engineer-to-order). Your role will be essential in driving operational excellence and ensuring a high level of satisfaction for our external customers

• Effectively operating aligned and compliant to all applicable Corporate Policies, Processes, education requirements
• Act as a main point of contact for the main stakeholders: sales, marketing, product teams, finance, commercial, legal and delivery
• Responsible for coordinating the internal alingment to ensure information flow (set up the required meetings/deadline)
• Has a high focus on mapping the process flows to ensure business continuity and ongoing improvement/development working closely with the BI team
• Drive customer loyalty through increased productivity and improve value through high performance culture.
• Actively contribute to the effective organization of all aspects of the Support team through various resources - people, process and technology.
• Proactively act as expert team member for customers and team members to carry out and identify solutions to standard and non-standard task/queries and escalations.
• Aligns sales orders steps with CSOs pre-sales and quotation phases; liases with application engineers for commission of product installation, and, work with with supply chain for order fulfillment.
• Responsible for sales order follow-up ensuring timely delivery of different types of sales orders (delivery to order, configure to order and engineering to order) and overall external customer satisfaction.
• Responsible for internal issue resolution and escalation focal point on the Key Account.
• Assist Sales Manager / Business Owner in managing Client relationship regarding Request for Quote process; except not responsible for Pricing or T&Cs development, neither quotations.
• Responsible to provide evidences and inputs for Business Compliance Test and Audit.
• Support for tenders/ad-hoc reports for the Customer Meeting about KPI-, RFI, RFQ statistics.

• Customer service or customer support for international/strategic accounts
• Order management or end-to-end order processing
• Working with ERP systems (e.g., SAP, Oracle, or similar)
• Coordinating with cross-functional teams such as supply chain, logistics, or sales
• Managing RFIs/RFQs or supporting tender processes

• SAP knowledge
• Advanced capabilities in Excel and data analysis
• Previous experience with project mgmt, BI and lean methodology is a plus
• English language proficient, any additional European language is a plus
• Excellent communication, collaboration and interpersonal skills; Strong negotiation skills with a problemsolving attitude; ability to work independently and meet deadlines
• Good understanding of order management full cycle, ability to analise and carry out business requirements to maximize customer satisfaction
  
  What we offer:
  Competitive compensation and benefits package
  Challenging projects in dynamic collaborative team
  Flexible working solutions (home office.) are implemented across different EMEA locations, check out with the site HR what type of flexible working solution is available for this role.
  We make your aspirations matter - Eaton encourages internal promotion, whenever possible and we make your growth matter - We invest in our employees for the long term - not just with salary and benefits, but with ongoing learning and development opportunities made available 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.
  
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