Customer Support Team Leader (Turkish speaker)

Eaton Corporation; Fatih; On-site; TRY 500,000 - 750,000; Full time

Benefits offered by this job

Competitive salary

Challenging projects

Flexible work

Career growth

Eaton University

Sustainability culture

Job summary

Eaton Corporation is seeking a Customer Support Team Leader to coordinate a medium-sized team and oversee the end-to-end order-to-invoice process, ensuring excellent service levels and process improvements. The role requires strong Turkish and English communication, coaching abilities, and cross-functional collaboration within a dynamic, global environment.

Responsibilities include SLA/KPI oversight, coaching, and development, plus proactive engagement with Supply Chain, Master Data, and other

Qualifications

• Bachelor's degree from an accredited institution or equivalent.
• 3–5 years of experience in Customer Service or related field.
• Experience in team leadership or coordination preferred.

Responsibilities

• Coordinate a medium-sized team of Customer Support Representatives.
• Oversee end-to-end order-to-invoice process to meet goals.
• Lead performance reviews, coaching, and development plans.
• Manage SLA/KPI performance and cross-functional collaboration.
• Escalate and resolve customer issues with stakeholders.

Skills

Team leadership

Communication (Turkish)

Communication (English)

People management

Problem-solving

Analytical thinking

Digital mindset

Ownership

Education

Bachelor's degree

Tools

SAP

Oracle

Salesforce

CPQ

EQMS

Microsoft Office

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