Customer Support Team Leader in ISTANBUL, Turkey

We are more than just a power management company, we are committed to inclusion, diversity, and sustainability. You will be part of a global team committed to delivering on our brand promise: “Make what matters work” We pride ourselves on building a culture that reflects our shared goals, beliefs, and attitudes.

We are ethical – We are passionate – We are responsible – We are efficient – We are transparent – We are learning. We are EATON!

About Eaton

Eaton is a power management company where we provide energy-efficient solutions that help our customers effectively manage electrical, hydraulic and mechanical power more efficiently, safely and sustainably. Eaton is dedicated to improving the quality of life and the environment through the use of power management technology and services. Eaton has approximately 96,000 employees and sells products to customers in more than 175 countries.

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.

What you’ll do:

• 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 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

• 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

• 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.

• Support Team members with escalations and Customer communication in case needed

Qualifications:

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

• Minimum 3-5 year of Customer Service experience

• Strong English language capabilities

Skills:

• Good practical knowledge on ERP – SAP/Oracle

• New tools in future also includes CPQ; Sales Force; EQMS compliance

• Understanding of Health & Safety rules

• Drive for results and collaborative style

• Demonstrated ability to take ownership of an assignment and customer satisfaction

What We Offer

• Competitive compensation and benefits package

• Challenging projects in dynamic collaborative team

• We make your aspirations matter – Eaton encourages internal promotion, whenever possible

• 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 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.

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