Customer Support Team Leader at Eaton USA

Budapest, Central Hungary, Hungary -

Full Time

Start Date

Immediate

Expiry Date

02 Mar, 26

Salary

0.0

Posted On

02 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Team Leadership, Coaching, Performance Evaluation, KPI Generation, Process Improvement, Problem Solving, Communication Skills, Negotiation Skills, ERP Knowledge, Digital Mindset, Interpersonal Skills, Customer Relationship Management, Training Activities, Sales Support, Collaboration

Industry

electrical;Appliances;and Electronics Manufacturing

Description

Team Leader ensures and further develops the right service level to our customers in line with the company goals. 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 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 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 Drives the deployment of standard processes and procedures to ensure consistent sales support, EQMS compliance and customer satisfaction Focused on continuous improvement of data & processes by driving applying Problem Solving for detail understanding of the root-causes of quality defects 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.) Leads the communication with customers, suppliers and delivering after-sales service for business customers (telephone, mail) Applies CIF tools to coordinate his/her CSR team 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 Support Manager towards future strategy and synergies across CSR teams within the cluster of Zones / CSOs group Participate in recruitment initiatives as necessary 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. Hold a daily accountability call with Team members and CI & Training Senior Support Team members with escalations and Customer communication in case needed Ensure that members of the operations team adhere to company rules and work ethics Bachelor's degree (BS/BA) from an accredited institution or equivalent professional degree Strong English language capabilities Basic Microsoft Office Good practical knowledge on ERP - SAP/Oracle; e-Commerce; CIF (Continuous Improvement Framework) Knowledge of Case Management tools; new tools in future also includes CPQ; Sales Force; EQMS compliance 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 Team Leader is responsible for ensuring and developing service levels for customers, managing customer support services from order to delivery. They lead a medium-sized team, focusing on performance development, KPI generation, and continuous improvement of processes.