Customer Support Manager (Emerging Zone) at Eaton USA

Capital City of Prague, Prague, Czechia -

Full Time

Start Date

Immediate

Expiry Date

06 Jan, 26

Salary

0.0

Posted On

08 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Team Management, KPI Development, Process Improvement, Problem Solving, Communication Skills, Negotiation Skills, ERP Knowledge, Digital Mindset, Customer Relationship Management, Sales Support, Data Management, Quality Compliance, Training and Coaching, Collaboration, Health and Safety

Industry

electrical;Appliances;and Electronics Manufacturing

Description

Customer Support Manager ("cluster" of Sales Zones) is responsible for the full coordinating of order to invoice and claim management services for a group of country sales organizations combined into a "cluster" of Sales Zones. 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.) 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 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. 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." "Bachelor's degree (BS/BA) from an accredited institution or equivalent professional degree" Strong English language capabilities + other European language also critical for alignment with Sales Zones in the EMEA region 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

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Responsibilities

The Customer Support Manager is responsible for coordinating order to invoice and claim management services for a cluster of Sales Zones. This role includes managing a team of Customer Support Representatives and ensuring the deployment of standard processes to enhance customer satisfaction.