Job Summary:
Would you like to make a difference to the environment? Do you want to work for a global and ethical company? Join us and help us provide energy-efficient solutions that make a difference to the environment? We make what matters work. To find out more about us check: https://www.youtube.com/watch?v=baa_aiJ4L7E
What will you do:
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.
Job Responsibilities:
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• 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 fulfil external customer project
• Manages a variety of pre-sales or post-sales services coordinating a medium-size team of Customer Support
• 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
• 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.)
• 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.
• 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:
Education level required
- Bachelor's degree (BS/BA) from an accredited institution or equivalent professional degree
- Strong English and Dutch 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; 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