Customer Support Manager (Emerging Zone)

What you’ll do:

We seek a Customer Support Manager ("cluster" of Sales Zones) to coordinate the order to invoice and claim management services for a group of country sales organizations combined into a "cluster" of Sales Zones. It includes: providing to external customers interactions with Eaton in a "easy way of doing business" via calls, digital channels /or systems integration (EDI, Order Center, Configurations and Quotes), alining work and SLAs with respective Country Sales Organizations (CSOs) and Zones to accomplish partnership programs expectations in flow and project businesses; managing different teams of Customer Support Representatives (CSR) within the scope of the "cluster" supporting different customer types of flow, project businesses and strategic accounts across multiple product lines to meet objectives of Eaton EMEA Electrical Sales. The Customer Support Manager ensures deployment of EMEA starndard processes and practices, further develops the service levels to our customers in line with the company goals and aligns synergies with Master Data Management and Programs, Supply Chain, Import/Export, Vistex/Pricing, Office of Automation and CI & Quality functions.

• 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)
• 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.)
• 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 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 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 experience in managing customer support teams
• Experience in managing hybrid teams (onsite and remote) is a big plus

Skills:

• Strong English communication skills
• Any additional European language is a big plus: critical for alignment with Sales Zones in the EMEA region
• 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
• Outstanding negotiation and interpersonal skills
• Ability to build and maintain positive customer relationships
• Drive for results
• Demonstrated ability to take ownership of an assignment and customer satisfaction
• Strong people management skills

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