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. Eaton’s 2019 revenues were $21.4 billion, and we sell products to customers in more than 175 countries. We have approximately 92,000 employees.
Customer Support Manager - German speaking
Job responsibilities
- Full coordination of customer support services 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 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 Customer Support Representatives and Customer Support Supervisors in different roles (observe, guide and support performance, enable the develop of the team members by coaching and training activities, conduct the performance evaluation, regular discussions at minimum quarterly)
- Manages development and monitoring of KPI’s (SLAs, FPY, Backlogs, NPS, etc.) 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
- Responsible for continuous improvement of data & processes by applying Problem Solving for detail understanding of the root-causes of quality defects
- Manages all external 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 and measures the processes for interactions (calls and digital communications) with external customers and delivering after-sales services
- Applies CIF tools to coordinate his/her CSR team(s) 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, ongoing communication about weekly performance to respective CSOs and Sales Account Mgrs. in scope
- Collaborates with Customer Experience Leadership towards future strategy and synergies across other ""clusters"" of Sales Zones Customer Support, Master Data Management and Programs, Supply Chain, Import/Export, Vistex/Pricing, Office of Automation and CI & Quality functions, and also with Technical Support, Quotations ans Services when appropriate.
Qualifications:
- Bachelor’s degree (BS/BA) from an accredited institution or equivalent professional degree
- 5+ years of Customer Service experience
- Strong English and German language capabilities
- 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; Salesforce; 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 Eaton offers:
- Competitive compensation and benefits package (annual bonus, cafeteria, medical insurance and many more)
- Permanent contract in a fast-growing global company
- Challenging projects in dynamic collaborative team
- Flexible working solutions
- 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
Sector(s):
- Business Supporting Centres
- Client Support, Administration
HOW TO APPLY/ CONTACT INFORMATION:
You can apply with the 'Jelentkezem' button underneath.