Customer Support Team Leader

What you'll do:

Customer Support Team Leader is 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.

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.

• Strong English language capabilities
• Basic Microsoft Office
• Good practical knowledge on ERP - SAP/Oracle; e-Commerce; CIF (Continuous Improvement Framework)
• Knowledge of Case Management tools; new tools in future also includes CPQ; Sales Force; EQMS compliance
• 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