Customer Support Team Leader; Turkish speaker

Position: Customer Support Team Leader (Turkish speaker)
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:  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 equivalent3–5 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 toolsCPQ (Configure, Price, Quote)
SalesforceEQMS 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 UniversityA culture where your contributions matter, supporting sustainability, safety, and innovation
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