CUSTOMER SERVICE ASSOCIATE III

Job Overview

TE Connectivity's Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales and post-sales service functions. They take and process transactions via phone, internet, and correspondence from customers and respond to inquiries about TE’s products or services. They may promote and sell our company's products or services as well as investigate and resolve customer complaints. A key area of focus is to develop strong business relationships via TE's Extraordinary Customer Experience strategy

Responsibility:

Extraordinary Customer Experience (ECE) and Customer touch point

On-going efforts to drive ECE by interacting professionally for your internal and external customers. 
KPI’s are STR, CES, FCR, and efficiency.

Satisfaction Management
Support the execution of improvement actions based on Net Promoter Score (NPS) and transactional 
surveys. Metric - NPS/Transactional Survey

Customer Relationship & Satisfaction
• Central point of contact for Customer on all daily inquiries and provides timely follow up and 
resolution of issues and inquiries
• Proactive communication to Customer and liaise with parties to come up with solutions for open 
and upcoming matters. Customer visits might be required
• Seek regular informal and formal feedback via transactional surveys or via phone and e-mail 
during daily communications

Manage Service Delivery Process / Execution
• Manage escalations for your customers.
• Review quote and order requirements, create scheduling agreements, clear blocks, workflows 
daily, monitor critical shipments
• Follow up on quotes and quality issues

Manage Interfaces & Build Service Culture
• Act as voice of the Customer for internal support departments
• Participate in development training and process improvement projects to expand and challenge 
learning new ideas and processes
• Take ownership for actions and follow through on tasks until resolved

Desired Candidate Profile:

Customer Focus, Organizational Agility, Communication Skills, Problem Solving, Drive for Results, Good working knowledge of English, Action Oriented, Detail Oriented and Business Acumen, minimal bachelor’s degree. SAP experience (SD module) is a big advantage. All candidates are required to be fluent in English

Competencies