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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.

Eaton is not just a company; it's an industry pioneer with a legacy of over a century in cutting-edge innovation. We're at the forefront of transforming how the world manages power and energy. As a Customer Support Team Leader a your vision and leadership will be instrumental in creating solutions that empower businesses, communities, and individuals to manage power more efficiently, safely, and sustainably. Join us, and let's redefine the future of power, together!

What will you do:

As a Customer Support Team Leader you will be 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 duties:

• 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

• 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)

• 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

• Support Team members with escalations and Customer communication in case needed and ensure that members of the operations team adhere to company rules and work ethics

Qualifications:

• Bachelor’s degree (BS/BA) from an accredited institution or equivalent professional degree

• Strong English and French language capabilities"

• 3-5 year of Customer Service experience

Skills:

• Basic Microsoft Office, Good practical knowledge on ERP - SAP/Oracle; e-Commerce; CIF (Continuous Improvement Framework)

• Negotiation and Communication skills

• Excellent written and verbal English language skills

• Strong Customer Service Skills and ability to build and maintain positive customer relationships

• Drive for results and collaborative style

• Strong people management skills and digital mindset

What we offer:

• Challenging projects in dynamic collaborative team

• Flexible working solutions (home office.) are implemented across different EMEA locations which you can work from home two days per week

• 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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We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.