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CUSTOMER SERVICE ASSOCIATE IV

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. 

Job Overview

TE Connectivity Ltd. is a $12 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 7,500 engineers, working alongside customers in approximately 150 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com 

 

  • 5 years of Industry experience (Order Management/QTC/SupplyChain/Buyer/Planner/etc)
  • Minimum 2 years of experience in Customer Service role
  • Proficiency to work with SAP (SFDC would be an added advantage)
  • Excellent communication skills

 

 

Job Description

 

Job Posting Title: CUSTOMER SERVICE ASSOCIATE IV

 

Education Experience: Associates or bachelor’s Degree 

 

Employment Experience: 5+ years

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Location: Bangalore

 

Job Overview: 
TE Connectivity's Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales and post-sales service functions. They take and process transactions via phone, internet, and correspondence from customers 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 & Qualifications: 
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:
Extraordinary 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 STR, CES, 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
•    Look for opportunities to improve the processes & flexibility to adapt for the changes
 

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
•    Flexibility to perform various business activities
•    Sense of urgency to prioritize tasks assigned & deliver by expected timelines
 
 

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 German language, Action Oriented, Detail Oriented and Business Acumen, minimal bachelor’s degree. SAP experience (SD module) is a big advantage.
All candidates are required to be fluent in English

 

Competencies: 
•    Values: Integrity, Accountability, Teamwork, Innovation 


 

 

Location: 

Bangalore, KA, IN, 560066

City:  Bangalore
State:  KA
Country/Region:  IN
Travel:  None
Requisition ID:  78508
Alternative Locations: 
Function:  Customer Service


Job Segment: ERP, SAP, Pre-Sales, Business Process, Customer Service, Technology, Sales, Management

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