Job Description
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
Qualifications
- Bachelor’s degree (BS/BA) from an accredited institution or equivalent
- 3–5 years of experience in Customer Service or related field
- Previous experience in team leadership or coordination is preferred
Skills
- Strong communication skills (verbal and written) in Turkish and English
- Excellent interpersonal and customer relationship management skills
- Strong people management and coaching abilities
- Problem-solving and analytical thinking capabilities
- Digital mindset with adaptability to new tools and technologies
- Negotiation skills and results-driven approach
- High level of ownership and accountability
Technical Skills:
- Proficiency in Microsoft Office
- Experience with ERP systems (SAP, Oracle)
- Knowledge of eCommerce platforms
- Familiarity with:
- Continuous Improvement Framework (CIF)
- Case Management tools
- CPQ (Configure, Price, Quote)
- Salesforce
- EQMS compliance systems
What We Offer
- Competitive compensation and benefits package
- Opportunity to work on challenging projects within a dynamic, collaborative team
- Flexible working solutions (including home office options across EMEA locations)
- Strong focus on career growth and internal promotion opportunities
- Access to continuous learning and development via Eaton University
- A culture where your contributions matter, supporting sustainability, safety, and innovation