Job Summary: The Customer Service Manager will improve customer experience and create engaged customers. Take ownership of customer issues and follow problems through to resolution. Drive customer loyalty through increased productivity, improved value and through a high performance culture. Able to provide support both in country and cross border. Provide leadership to the Customer service organization and develop strong team.
Key Duties and Responsibilities:
Implement customer sales and support strategies, while driving the organization toward achieving world-class customer service levels.
Manage and lead the continuous improvement of pre- and post- order sales support functions specifically targeting the needs of customers through the technical and commercial support functions within the team and the appropriate product line marketing and division facilities.
Lead improvement actions on customer service levels KPI’s.
Communicate with the appropriate customers, channel partners, sales personnel, product line teams and Eaton functional leaders.
Lead, establish, implement, document, and continuously improve business processes and best practices; Assist in identifying continuous improvements that contribute to implementation of process improvements designed to reduce cycle time, increase efficiencies and improve quality related to the support function.
Work with HR to facilitate recruiting, interviewing , hiring, and developing Customer Support team members.
Ability to influence outside sales organization in relationship to utilize and grow partnership with sales team.
Drive and identify positive sales and customer service behaviors.
Keep accurate records and document customer actions and discussions
Preparing monthly sales forecast by coordinating with Supply Chain functions, Finance and sales teams.
Qualifications, Skills and Experience:
The applicant must hold a Bachelor’s degree from an accredited institution
5-10 years of Electrical industry experience in marketing, sales, operational, or support preferred;
Manager of people experience is required
Local/Native Language Capabilities
Strong English capabilities
Minimum 5 year customer service, sales, or technical experience
Eaton Corporation Plc is a multinational power management company with 2016 sales of $19.7 billion, founded in the United States with corporate headquarters in Dublin, Ireland. We provide energy-efficient solutions that help our customers effectively manage electrical, hydraulic and mechanical power more efficiently, safely and sustainably. Eaton is dedicated to improving the quality of life and the environment through the use of power management technologies and services.