CUSTOMER SERVICE SPECIALIST II

Job Overview

TE Connectivity's Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. They take and process transactions via phone, internet and correspondence from customers and representatives 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.

RESPONSIBILITIES 
This position is the central point of contact for various accounts regarding all daily operational requirements from inquiry and pre-orders needs through all post-order activities. Key performance responsibilities of this role to achieve the goal of Customer Satisfaction improvements include:

•    Delivery Management – On-going Backlog management and forecast monitoring Metric – STS & STR
1, Chase PM / Plant / Finance for part master, cost setup, sample and stock requisition, process order in system
2, Ensure daily review of order backlog, open order reports and forecast reports and work with team to provide early warning of late deliveries to the Customer, expedite orders to fulfill customers’ demand
3, Arrange and monitor urgent delivery and tracking Report and support pastdue backlog reduction
4, Provide after-delivery coordination like questions relative to shipments, documents or complaints.

•    Billing Management – Proactive billing management process Metric – Revenue USD
1, Review quote and order requirements, create scheduling agreements, clear blocks, workflows daily, monitor critical shipments
2, Credit status monitoring and awareness of status on open quality issues

•     Customer Satisfaction Management –Metric NPS+CES
1, On-going efforts to drive ECE by interacting professionally for your internal and external customers. KPI’s are CES, FCR, and efficiency.
2, Support the execution of improvement actions based on Net Promoter Score (NPS) and transactional surveys. Metric - NPS/Transactional Survey
3, Proactive communication to Customer and liaise with parties to come up with solutions for open and upcoming matters. Customer visits might be required
4, Drive for automation, Support opportunities to decrease manual work and errors

•    Customer Data Administration
On a yearly basis or as required, review the Customer master data stored within the system. Work with customers to ensure the data is accurate and where possible compare an order to the details stored within the system.

What your background should look like:

EDUCATION/KNOWLEDGE

•    Bachelor’s Degree required, preferably in business, or related field.
•    Advanced knowledge of Microsoft Office Suite.
•    Working knowledge of SAP (SD module) and Salesforce.com preferred.
•    All candidates are required to be fluent in English
•    Customer Focus, Organizational Agility, Communication Skills, Problem Solving, Drive for Results, Action Oriented, Detail Oriented and Business Acumen

CRITICAL EXPERIENCE

•    Minimum of three (3) years of previous customer service experience preferred.
•    Customer facing experience required.

Competencies