Customer Service Manager

 

Company Information

TE Connectivity Ltd., is a $14 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 80,000 employees, including more than 8,000 engineers, working alongside customers in nearly 140 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com and on LinkedInFacebookWeChat and Twitter.

TE is now one of the largest sensor companies in the world, with innovative sensor solutions that help customers transform concepts into smart, connected creations. TE’s unmatched portfolio of intelligent, efficient and high-performing sensor solutions are used for customers across several industries, from automotive, industrial and commercial transportation and aerospace and defense, to medical solutions and consumer applications.

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.

The Customer Care Manager oversees the performance of Customer Care front-line employees to ensure extraordinary customer satisfaction.  The Manager provides support, coaching and development for a Customer Care team based on industry knowledge and customer service requirements.  Working in a fast-paced environment, the Manager is responsible for delivering a level of service which builds strong customer relationships to make TE the supplier of choice.  The Manager is responsible for the continuing development of all associates on their team and for the application of all knowledge and skills in service to the customer and holds employees accountable to delivering the highest-quality service. The Manager must have the ability to handle multiple job assignments including special projects as assigned, tackle escalations, and prioritize their work accordingly

Responsibilities & Qualifications

  • Evaluate direct reports and frontline associates through daily observation, ongoing coaching and development, and the annual evaluation process. Assist the Cust. Care Manager with promotions, transfers, merit increases and disciplinary action. Ensure appropriate documentation supports overall communication and plans.
  • Develop front-line employees to deliver on the strategic direction of the Customer Care organization.  Drive business unit tactics that support corporate strategies.
  • Team with fellow Customer Service Manager’s, sales associates and other TE employees to implement sales improvement plans, continuous improvement efforts and other strategic and tactical initiatives both locally and regionally.
  • Utilize working knowledge of the operational and technical functions of the Customer Care department to ensure proper procedures are followed.
  • Monitor day to day activities to ensure team members fulfill their responsibilities and implement corrective actions as needed.
  • Serve as a positive role model, demonstrating TE core values for performance/behaviors, attitude and professionalism.
  • Ensure a high service level is being maintained for our customers as well as an even distribution of work load.

Experience and Education

  • Bachelor’s Degree or Extensive Experience in Customer Service Management
    • 3-8 years related experience
  • Demonstrated ability to support and effectively deliver change within an organization
  • Understanding and working knowledge of standard Customer Service practices
  • Navigational ability of PC and various ERP or CRM programs preferred
  • Additional language skills a plus

Competencies

  • Managing and Measuring Work
  • Building Effective Teams
  • Motivating Others
  • Values: Integrity, Accountability,Teamwork, Innovation
  • SET : Strategy, Execution, Talent (for managers)

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Location: 

Andover, MN, US, 55304

Alternative Locations: 
Education Experience:  High School or Equivalent
Travel:  10% to 25%


Nearest Major Market: Minneapolis

Job Segment: Developer, Service Manager, Manager, ERP, Customer Service, Technology, Management

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