Customer Support Manager at Eaton

• Customer Support Manager ("cluster" of Sales Zones) is responsible for the full coordinating of order to invoice and claim management services, quotation factory and first level technical support for a group of country sales countries combined into a "cluster" of South Africa, Southern and East Africa regions. 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) and Quotation engineers 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. 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.

Job Responsibilities

• 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 and Quotation Engineers within business scope (flow or project business)
• Supports Eaton Health & Safety rules and provides lead example to his/her team
• Responsible for leading the development of the Customer Support Representatives, Quotation Engineers 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 all requested customer backlog quotations, first level technical support, 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)
• 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. 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 and Services when appropriate.

Are you?
Required:

• Bachelor’s degree (BS/BA) from an accredited institution or equivalent professional degree
• Strong English language capabilities
• Minimum 3 years of Customer Service experience
• 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; Sales Force; 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