CUSTOMER SERVICE ASSOCIATE IV

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.

Responsibility:

This position is the central point of contact for 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 including
•    Customer Relationship & Satisfaction
o    Central point of contact for Customer on all daily inquiries and provides timely follow up and resolution of issues and inquiries using SALES-FORCE.
o    Proactive communication to Customer on pending changes to MOQ’s, Lead Time, Price Agreement expiry and visits as required
o    Strategy for building positive customer relationships  
•    Delivery Management – On-going Backlog management and forecast monitoring Metric – STS (Schedule to ship) & STR (Schedule to Request)
•    Complete Order management
•    Billing Management – Quote follow up and proactive billing management process Metric - Billing
•    Manage Service Delivery Process / Execution
o    Ensure daily review of order backlog , open order reports and forecast reports and work with team to provide early warning of late deliveries to the Customer and team
o    Review quote and order requirements, create scheduling agreements, clear blocks, workflows daily, monitor critical shipments
o    Weekly quote follow up, credit status monitoring and awareness of status on open quality issues
•    Manage Interfaces & Build Service Culture
o    Act as voice of the Customer for internal support departments
o    Participate in development training and process improvement projects to expand and challenge learning new ideas and processes
o    Take ownership for actions and follow through on tasks until resolved 
 

Competencies