SUPV III CUSTOMER SERVICE (Hybrid)

Job Overview

This position manages a team of highly professional or experienced customer care employees within a designated site or location that supports Customers & their issues on a day to day basis. The job holder must have a strategic mindset but still have the ability and knowledge to execute on plans.  This role is responsible for ensuring global best practices are adhered to, personnel decisions, managing business processes, setting, and managing meaningful performance goals to support global customer care initiatives in delivering exceptional Customer experiences and continual quality improvements.  It is essential the holder can develop deep relationships with Customers and provide the Voice of the Customer to the business.

Essential functions of the Customer Service Manager:

•    Provide leadership & management to the designated Customer Support team 
•    Leads & supports Customer Support team to ensure the following:
•    Digital transformation 
•    Annual goals
•    Learning & Development of employees
•    Effective succession planning
•    Capacity resourcing
•    Assignment and direction of work & workload
•    Employee performance & reward
•    Employee engagement
•    Addressing and resolving employee complaints and problems
•    Help define Customer Support strategy & execute within region.
•    Drives the integration and automation of customer support processes and systems across multiple manufacturing sites
•    Drives the adoption of new digital tools and systems (SAP, IBP, SFDC, Qualtrics, Call miner)
•    Provide the Voice of the Customer to the Organization
•    Drives customer service TE Operational Advantage initiatives to support Global Customer Care accreditation levels
•    Analysis NPS results working with the CX Manager to deliver continual improvements. 
•    Provides input to resolving critical issues that impact Customers or function
•    Establish processes and procedures in line with TE Customer Care guidelines & policy that will drive an Exceptional Customer Experience 
•    Work with Regional Leadership to define the Wildly Important Goals for region & ensure the Customer Support team is totally focused on achieving them
•    Contribute to the Customer Support strategic plan and ensure execution within the region
•    Proactively communicate the current capabilities, capacity issues, and limitations of the manufacturing site to the wider Commercial team.
•    Be accountable for meeting all Key Performance Indicators – ensuring proactive corrective action with the Americas team to address any gaps
•    Deliver accurate and effective Customer forecast.
•    Design & generate intuitive reports required by the business.
•    Work closely with operations to establish a consistent robust Sales & Operation Plan for all sites 
•    Work on diverse Customer issues where analysis of a situation or data may require knowledge of a variety of factors. 
•    Frequently interacts with senior management and heads of functions to gain cooperation or provide guidance in ECE requirements 
•    Support escalated customer service issues, escalating further when required

What your background should look like:

Required Experience, Knowledge, Skills, Abilities or Education:

•    Minimum 5-7 years in sales, marketing, scheduling or customer service-related position, preferably in a manufacturing organization or related technical experience.
•    Established background in the leadership of diverse teams essential.
•    HS required with related work experience MBA, BA or BS preferred.
•    Organizational:  Strong organizational skills, ability to manage several tasks at once, ability to set priorities, time management, ability to lead meetings to drive action.  Ability to develop project plans and lead teams to improve business performance. 
•    Interpersonal: Strong leader of people, highly accountable, customer focused, good oral and written communication, ability to work under pressure and maintain composure in sometimes emotional situations, team player, flexible and adaptable to changing conditions, positive and professional attitude, ability to develop strategies for handling moderately complex customer issues
•    Ability to influence & motivate essential
•    Ability to implement conformance procedures. (quality, regularity)
•    PC proficient (word processing, e-mail, spreadsheet, database & presentation software), ability to create presentation quality documents, ability to use MRP system, EDI system.  

Long Description

Essential Functions / Duties of Customer Care Personnel:

•    Inputs to & drives customer/TE Medical Products relationship provides SPOC to Customers & ensures the team work across TE functions to meet Customer expectations
•    Support the clear and effective communication of customer expectations to the organization and demands accountability for performance to agreed upon commitments
•    Independently, or as a team member, investigate and resolve customer issues (delivery, price, quality, product and tooling information, etc.)
•    Utilize business knowledge to recognize sales opportunities and prevent the loss of existing business
•    Provide timely, accurate, complete responses to customer or sales inquiries.   
•    Works with Field Sales, Business Segment Managers, Operations and other TE functions to satisfy customer requirements
•    Provide information and analysis on customer and market trends to Business Segment Manager
•    Develop and present strategies for addressing strategic customer issues, competitive threats, or to gain additional business
•    Coordinate meetings and general information exchange between customer and TE Medical Products
•    Active participants in customer visits to TE facilities and makes visits to customer locations when required
•    Represent the customer’s point of view during internal decision-making process
•    Assist Business Segment Manager in development of quotation proposals.
•    Create and maintain customer orders in MRP system or provides direction for this activity to designated staff member
•    Ensure accuracy of information in system, including requesting customer drawings and/or latest revision levels.  
•    Ensure compliance to Quality System for order management  
•    Assist in streamlining order management systems.
•    Work with customer and Sales to prepare and monitor monthly sales forecast by customer and product.  
•    Solicit bookings to support committed bookings level.  
•    Provide analysis on forecast and actual trends, and regularly communicates issues and implications to Operations and Business Segment Managers

Competencies