Customer Support Team Leader - Turkish speaker

Unlock Your Potential at Eaton: Where Diversity Drives Innovation. No matter where you come from, your aspirations matter to us. We believe in the power of different perspectives, experiences, and backgrounds to ignite innovation and drive success. We're in the business of empowering people, and that includes you. Your journey here is not just about a job; it's about a shared vision for a brighter, more sustainable future.

We are currently seeking a Customer Support Team Leader who will be responsible for coordinating a medium-size team of Customer Support Representatives (CSR) and will oversee the order to invoice process to meet all related goals and objectives of both, Eaton and our Customer.

The Team Leader will ensure and further develop the right service level to our customers in line with the company goals.

Hybrid working solutions are available.

Responsibilities:

1. 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.
2. Manage 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).
3. 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).
4. Generate KPI’s related to the business performance metrics, areas for improvement and allocation of resources.
5. Drive the deployment of standard processes and procedures to ensure consistent sales support, Eaton's Quality Management System (EQMS) compliance and customer satisfaction.
6. Focused on continuous improvement of data & processes by driving applying Problem Solving for detail understanding of the root-causes of quality defects.
7. Manage 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.).
8. Lead the communication with customers, suppliers and delivering after-sales service for business customers (telephone, mail).
9. Apply Continuous Improvement Framework (CIF) tools to coordinate his/her Customer Support Representative CSR team and support other CI and Training activities to ensure business continuity and manning strategy.
10. Coordinate 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 Country Sales Organizations CSOs and Sales Account Managers in scope.
11. Collaborate with Customer Support Manager towards future strategy and synergies across Customer Support Representative CSR teams within the cluster of Zones / Country Sales Organizations CSOs group.
12. Conduct monthly operation synchronization meetings to manage organizational chart, improve efficiencies, streamline processes, and identify reluctant tasks.
13. Provide metrics concerning KPI's and SLA's to Cluster Manager. Adjust resources or recommend changes that enable the team to achieve SLA's and high customer satisfaction ratings with Customer Support Team.
14. Provide corrective action plans when SLA and KPI goals are not met. Establish set goals for the team to improve performance.
15. Support Team members with escalations and Customer communication if needed.

Qualifications:

1. Bachelor’s Degree (BS/BA) from an accredited institution or equivalent professional degree.
2. Minimum 3-5 years of Customer Service experience.
3. Strong English language capabilities; Turkish language skills are highly preferred.
4. Good practical knowledge of ERP - SAP.
5. New tools in future also include CPQ; Sales Force; EQMS compliance.
6. Understanding of Health & Safety rules.
7. Drive for results and collaborative style.
8. Demonstrated ability to take ownership of an assignment and customer satisfaction.

What we offer:

1. Competitive compensation and benefits package.
2. Challenging projects in a dynamic collaborative team.
3. Flexible working solutions (remote, flexible working hours, compressed week, part time, etc.).
4. We make your aspirations matter – Eaton encourages internal promotion whenever possible.
5. 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.
6. 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.
7. 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.