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 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. 

Job Requirements

This position is the central point of contact for various accounts across EMEA 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 

Ongoing efforts to drive ECE by interacting professionally with 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 

Proactively communicate with customers 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, and monitor critical shipments 

Follow up on quotes and quality issues 

Manage Interfaces & Build Service Culture 

Act as the 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 of actions and follow through on tasks until resolved   

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Desired Candidate Profile:

Competencies