• Strong People Management skills: Develop, maintain and role model a culture that is open to change and innovation, and supports collaboration, respect, and accountability.
• Lead a team of 12-17 CSR's working on Order Entry / Order Management activities for US/UK sites.
• Coordinate with the Sites/ Business partners for smooth achievement of the SLA's and any Value add/Strategic activities received from time to time.
• Level loads customer accounts to maintain appropriate balance within the team; manages customer contracts; provides back-up decision making and back-up team support.
• Leads, develops, mentors team members and manages the performance review process. Tracks team member performance, leads and coaches employees, and completes the performance reviews on a bi-annual basis
• Leads, motivates and develops a team to meet expected goals and timely deliverables as defined by the Aerospace Division LT team.
• Ensure the team adheres to Eaton's values & philosophies, policies, defined processes and business practices and procedures.
• Provides resources to support and drive Quality Audit process and Quality of Service project deliverables, Individual should be well versed with the RCA methodologies and tools.
• Facilitates formulation and communication of action plans to address challenges and inform team and customers of opportunities for improvement.
• Ensures all functional areas have accurate, timely information. Acts as liaison between external customers, Operations, Sales, Marketing, Finance and Customer Support, ensuring positive two-way communication of priorities, issues and concerns.
• Promotes customer satisfaction and achieves cycle time reduction through team-based problem solving.
• Work on daily/weekly metrics to evaluate team performance and ensure the team meets expected utilization levels. Additionally, ensure appropriate backup planning to manage absenteeism and contingencies.
• Coach and develop team members for building Organizational capability and create second in line leadership team ready to take higher responsibilities.
• Grow the existing business by exploring and adding existing/new activities.
• Having a good understanding of the market and technologies to develop the team for future skills.Act as the "go to" person within a department or function for questions and problems within his/her area of expertise
• Lives and drives Eaton Values and creates a positive environment. Actively contribute towards "Enhance - Engage and Enrich" culture at SMC

Qualifications:

• Any Graduate/Postgraduate, Minimum 8-10 years of experience in Customer Service. Minimum 2 years experience in people management.

Skills:

• Understanding of the Performance Management and Job Allocation techniques
• To be highly competent in MS office (Especially Excel and PowerPoint) to work on huge data with precision. Should be able to analyze the data.
• Demonstrates Collaborative Style of Leadership and cross-cultural collaboration
• Strong analytical and problem-solving skills
• Exposure to managing business transitions and effective knowledge transfers
• Exposure to TQM Techniques e.g: 5S, Kaizen, Lean, Basic six sigma, Operational Excellence
• Possesses excellent written and verbal English communication and presentation skills
• Ability to identify underlying opportunities and build on lasting solutions
• Comfortable with facilitating, managing and driving change