Customer Support Team Leader - German Speaker

u are responsible for coordinating a medium-size team 10 to 12 members 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 direct manager is Barbara Schmied, Manager of Customer Support/Order Management for Germany based in Budapest.

Job 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
• 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
• 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.)
• Applies CIF tools to coordinate his/her CSR team and supports other CI and Training activities to ensure business continuity and manning strategy
• 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:
Education level required

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

Years and area of experience required

• 3-5 year of Customer Service experience

Technical knowledge:
• Basic Microsoft Office. Good practical knowledge on ERP - SAP; e-Commerce; CIF (Continuous Improvement Framework); Case Mgmt.; new tools in future also includes CPQ; Sales Force; EQMS compliance

Soft skills:
• Understanding of Health & Safety rules; Negotiation Skills, Excellent Communication (Written and Verbal) and interpersonal skills,
• Open minded and being adaptable to change and understand the dynamic market is a must
• Previous experience in projects like leading or being a part of project
• Strong English and German language capabilities
• 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:
• Wide range of Employee Benefits: Hybrid work model, Annual bonus, Cafeteria, Private
Medical Insurance, Life Insurance, Eye-glass refund, AYCM partnership, Internal reward
system (E-Stars)
• Employee Wellbeing Support: Access comprehensive support programs designed to enhance
your overall wellbeing
• Family Friendly: Enjoy a family-friendly environment with policies that support work-life
balance
• Talent Management and Career Development: We are dedicated to your professional
growth, with a strong focus on internal mobility, continuous learning, and peer coaching
• Dog-Friendly: Bring your furry friend to work in our dog-friendly office
• Dedicated Spaces: Utilize our family room, multi-prayer room, stretching room, and chill
room for your comfort and convenience
• Company Yoga Sessions: Participate in regular yoga sessions to stay fit and relaxed
• Social Responsibility: Join a socially responsible organization committed to making a positive
impact
• Employee Appreciation Day: Celebrate with us on Employee Appreciation Day, recognizing
your hard work and contributions
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