Join Eaton and help us provide energy-efficient solutions that have a real impact on the environment. We make what matters work. Do you want to work for a global player, where we care about ethics, inclusion and diversity and our people? Customer Support Working Team Leader (Commercial Buildings – LSD, Cluster of Zones DE & SEE) is responsible for coordinating a small-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. Working Team Leader ensures the right service level to our customers in line with the company goals and collaborates with Customer Support Manager to enhance it Your key deliverables : 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 small-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 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 Customer Support Manager Collaborates with Customer Support Manager for manning strategy and synergies with other teams Manage a diverse workforce in organizations to ensure efficient day-to-day operations Coordinate transactional operations and monitor ongoing processes in the organization with the usage of Teams Planner Help improve internal processes and streamline business functionality Participate in onboarding activities (schedule, plan training sessions aligned with CI & Training Specialist) Supervising daily operations and prepare reports for Management in case needed Provided purpose, guidance, and direction to subordinates on a daily basis in order that positively affect attitudes and improved quality of work Coordinate escalations within the Team Qualifications Are you? Required: Bachelor’s degree (BS/BA) from an accredited institution or equivalent professional degree Strong English language capabilities plus German and/or Italian 2-3 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 Then we want to hear about you! What Eaton offers: Competitive compensation and benefits package (/you can list the benefits here/) Challenging projects in dynamic collaborative team Culture & Values – We are more than the products we invent and produce – the way we do business is just as important. At Eaton, our values and culture define who we are – both individually and as an organization – and direct our activities every day Learning & Development - 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 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