Customer Support Team Leader - English Speaker at Eaton USA

Budapest, Central Hungary, Hungary -

Full Time

Start Date

Immediate

Expiry Date

12 Feb, 26

Salary

0.0

Posted On

14 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Leadership, Performance Evaluation, KPI Management, Problem Solving, Communication, Negotiation Skills, Adaptability, Coaching, Training, ERP - SAP, e-Commerce, Continuous Improvement Framework, Sales Force, Digital Mindset, Health & Safety

Industry

electrical;Appliances;and Electronics Manufacturing

Description

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 fulfil external customer project Manages a variety of pre-sales or post-sales services coordinating a medium-size team of Customer Support 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 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.) Applies CIF tools to coordinate his/her CSR team and supports other CI and Training activities to ensure business continuity and manning strategy 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 Support Team members with escalations and Customer communication in case needed Bachelor's degree (BS/BA) from an accredited institution or equivalent professional degree 3-5 year of Customer Service experience Basic Microsoft Office. Good practical knowledge on ERP - SAP; e-Commerce; CIF (Continuous Improvement Framework); Case Mgmt. ; new tools in future also includes CPQ; Sales Force; EQMS compliance Understanding of Health & Safety rules; Negotiation Skills, Excellent Communication (Written and Verbal) and interpersonal skills, Open minded and being adaptable to change and understand the dynamic market is a must Previous experience in projects like leading or being a part of project Strong English language capabilities, German is a huge plus 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 the full coordination of customer support services from order to delivery and billing. This role includes managing a medium-sized team, developing direct reports, and ensuring high customer satisfaction through effective performance management and resource allocation.