CUSTOMER SERVICE ASSOCIATE III

 

Company Information

TE Connectivity Ltd., is a $13 billion global technology and manufacturing leader creating a safer, sustainable, productive, and connected future. For more than 75 years, our connectivity and sensor solutions, proven in the harshest environments, have enabled advancements in transportation, industrial applications, medical technology, energy, data communications, and the home. With 78,000 employees, including more than 7,000 engineers, working alongside customers in nearly 150 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com and on LinkedInFacebookWeChat and Twitter.

As one of the largest business units of TE Connectivity, TE Industrial is a leading global solutions provider with a broad portfolio of components and system solutions for clients in various industries. The growing demand for personalized products, a never-ending stream of new market requirements, the need for consistently high product quality, and an increasing interconnectedness make the use of highly advanced production systems a must. TE’s Industrial solutions provide the basis for this flexible production — by helping our customers to become more connected, addressing Smart Factory needs, connect and transmit vast amounts of data quickly, enable connectivity in harsh environments, increase productivity, meet localized manufacturing needs, and realize energy efficiency requirements. Industrial’s primary goals include enabling smarter automation, enabling smarter rail transportation, and empowering intelligent buildings.

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.

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.

Responsibilities & Qualifications

Key performance responsibilities of this role to achieve the goal of Customer Satisfaction improvements include:

Extraordinaire 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 STS, 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  

 

Key Competencies:

Customer Focus, Organizational Agility, Communication Skills, Problem Solving, Drive for Results, Good working knowledge of English and Italian language, French and/or Spanish and other language skills are a plus, Action Oriented, Detail Oriented and Business Acumen, minimal Bachelor degree. SAP experience (SD module) is a big advantage.

 

Competencies

  • Values: Integrity, Accountability,Teamwork, Innovation

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Location: 

's-Hertogenbosch, NB, NL, 5222AR

Alternative Locations: 
Education Experience:  Bachelors Degree (High School +4 years)
Travel:  None


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