Customer Support Team Leader (Turkish speaker)

What you’ll do:

Do you want to work for a global company where promoting gender equality is central to our vision of creating a truly diverse and inclusive business? Where everyone matters, and everyone belongs? Learn more about us: https://www.youtube.com/watch?v=JzZfovyFZcY

The Customer Support Team Leader is responsible for coordinating a medium-sized team of Customer Support Representatives (CSR) and overseeing the end-to-end order-to-invoice process to meet all related goals and objectives for both Eaton and our customers.

This role ensures excellent service levels while continuously developing processes and team capabilities in line with company goals.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and develop a team of Customer Support Representatives
• Conduct regular 1:1 meetings, performance evaluations, and quarterly reviews
• Support team development through coaching, training, and continuous feedback
• Participate in recruitment processes as needed
• Ensure adherence to company policies, work ethics, and Health & Safety standards
• Lead by example in promoting Eaton’s Health & Safety culture

Operational Management

• Oversee full coordination of customer support services from order to delivery and billing
• Manage both flow and project business , including complex order sequencing
• Handle pre-sales and post-sales support activities within the business scope
• Manage backlog changes, demand fluctuations, pricing adjustments, and product-related challenges
• Conduct daily accountability calls and monthly operational synchronization meetings
• Allocate resources effectively to meet SLA and KPI targets

Customer & Stakeholder Management

• Act as the primary escalation point for customer issues
• Maintain strong relationships with customers, suppliers, and internal stakeholders
• Lead communication with customers via phone and email
• Collaborate closely with departments such as Supply Chain, Import/Export, and Master Data
• Work with Customer Support Managers on strategic initiatives and cross-team synergies

Performance & Continuous Improvement

• Generate and monitor KPIs and business performance metrics
• Provide regular reports on SLA performance to Cluster Management
• Develop corrective action plans when targets are not met
• Drive continuous improvement using problem-solving methodologies and CIF tools
• Ensure compliance with standard processes, EQMS, and quality requirements
• Support CI (Continuous Improvement) and training initiatives