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 real impact. We make what matters work. To find out more about us check: https://www.youtube.com/watch?v=baa_aiJ4L7E 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 fulfil external customer project Manages a variety of pre-sales or post-sales services coordinating a medium-size team of Customer Support Representatives within business 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 Your experience matters: Bachelor’s degree (BS/BA) from an accredited institution or equivalent professional degree Strong English language capabilities German and/or Italian is an advantage 2-5 year of Customer Service experience 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 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: Permanent contract in a fast-growing global company Flexible working solutions (hybrid, flexible working hours) are implemented across different EMEA locations Challenging projects in dynamic collaborative team 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 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 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 #LI-SO1 What you will get from us Eaton’s mission is to improve the quality of life and the environment through the use of power management technologies and services. We provide sustainable solutions that help our customers effectively manage electrical, hydraulic and mechanical power – more safely, more efficiently and more reliably. Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours. Eaton’s 2020 revenues were $17.9 billion, and we sell products to customers in more than 175 countries. We have approximately 85,000 employees. We make work exciting, engaging and meaningful for our employees through our dedication to tackling some of the toughest power management challenges on the planet and by never losing sight of what matters. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We pledge to always foster a diverse and inclusive environment, including inclusion resource groups that bring together employees who share a common purpose, interest or background. In the past year, our company has received top employment recognition by the Human Rights Campaign and almost fifty percent of our Board of Directors represented diverse groups. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger. We have demonstrated our passion for sustainability with the recent announcement of cutting carbon emissions from the company’s operations by at least 50 percent by 2030. We are ethical, passionate, accountable, efficient, transparent and committed to learning. We are confident we can deliver on our promise to improve the quality of life and the environment because of the attributes that our employees embody. We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Job: Sales Region: Europe, Middle East, Africa Organization: ES EMEA Sales and Marketing Customer Experience Job Level: Team Leader/Supervisor Schedule: Full-time Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes – Hybrid Does this position offer relocation?: No Travel: No