CUSTOMER SERVICE ASSOCIATE IV

Job Overview

TE Connectivity Ltd. is a $17.3 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 78,000 employees, including more than 7,000 engineers, working alongside customers in nearly 150 countries,
TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com and on LinkedIn, Facebook, WeChat and Twitter.

Job Requirements

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:
 
Extraordinaire Customer Experience (ECE) and Customer touch point

On-going efforts to drive ECE by interacting professionally with our 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

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, backlog management. 
•    Follow up on quotes and quality issues

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

Desired Candidate Profile:

Customer Focus, Organizational Agility, Communication Skills, Problem Solving, Drive for Results, Good working knowledge of English, Action Oriented, Detail Oriented and Business Acumen, minimal bachelor’s degree. SFDC (salesforce) is a big advantage.

•    All candidates are required to be fluent in English.
•    Flexibility to work in US shift hours (6 pm to 3:30 am)
•    Education Experience: Any Graduation/Post Graduation
•    Employment Experience: 2+ years
•    SAP experience preferred (SD module)
•    Should be from Product based company (Manufacturing Industry)
•    Should have complete knowledge on Quote To Cash process.

Competencies