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 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.

What your background should look like:

Job Description 
Job Title - Customer Service Associate – North America
Job Type – Full time
Location – Bangalore 
Reports To – Supervisor
Summary - The Customer Service Support Team will be supporting all transactional tasks of the TE Order-to-Cash Process playing a key role in the whole business success. The team will support in the background the whole North America Customer Service Organisation. Under general supervision, the Associate is responsible for handling accurately all defined transactional tasks which are handled in the Customer Service Support Team. In addition, the Associate needs to support a variety of ad hoc requests to support the business in best possible way and as required. Furthermore, the Associate is highly responsible for delivering all given tasks at 100% quality and be a role model for new joiners. The Associate should fully support the Onboarding of new joiners and support in all kind of trainings.

Tasks Summary & Responsibilities 

•    Communication with the international internal customers in English
•    Manual Order Entry
•    Manual Order Changes
•    Manual Scheduling Agreement updates
•    Quote Entry
•    Create credits, debits, pro forma invoices or returns
•    Proactive Backlog Management
•    Handling of Customer Portals
•    Supporting EDI
•    Maintaining Customer Profiles
•    Handling multiple team mailboxes with full proficiency
•    All kind of ad hoc requests to support the North America Customer Service Teams.
•    Gain an understanding of other transactional tasks served by the team
•    Securing the usage of Standard Work Instruction and Customer Profile for every transaction
•    Support ad hoc requests
•    Picking new orders/requests from group mailbox immediately when they come in to support process efficiency
•    Responsibility of high quality & on time delivery
•    Support training of new employees
•    Willingness to learn new tasks as per business requirements
•    Ensuring a constant usage of Leader Standard Work
•    Active participation in daily PIM
•    Participate in continuous improvement projects (Kaizen, GB, Lean, etc.)
•    Drive TEOA according to Star Level requirements

Qualifications
Graduation in any stream
Professional Experience - Minimum 3-4 years of work experience in Customer Service environment – Order management domain. Hands on experience in SAP is preferred

Special Qualifications, Knowledge & Skills

•    Good knowledge in Outlook, SAP, MS Office, Excel, Access, Web Portals
•    Very good written & verbal communication skills
•    Very high customer and service orientation required
•    Performance oriented
•    Team player
•    Quality focused
•    Highly motivated
•    Willingness to quickly adapt to new situations and tasks
•    Willing to work in US shift
 

Competencies