CUSTOMER SERVICE SPECIALIST II

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.

TE Connectivity Ltd. is a $16 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 8,000 engineers, working alongside customers in approximately 140 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com

Responsibility:

This position is in a fast-paced business environment for B2B customer support team, where in you will handle escalated customer care issues either through direct personal action or by escalating to the proper individual/department. You will need to Coordinate with resources for the resolution of system related problems and provide specific feedback to other departments to aid all open issues. This responsibility includes collaboration between both on site and virtual resources as necessary. You will also partner on the process improvement projects, developing training material, reports and lead implementation as necessary.

RESPONSIBILITIES      

1.    Order Management – 
•    Will handle issues in import, exports and local customer’s, Sales order and planning process, i.e, from order entry, daily schedule review, Contract review, Commercial check with terms and condition of Customer Orders, i.e. complete Order to cash Process.
•    Research and apply data from various SAP applications and other internal Order to Cash applications for problem solving purposes
•    Completing circuit between daily Board output and associated PO creation from SAP
•    Manage communication efforts as the liaison between Field Sales, Operations Executives/Planners, Retailer Buying offices and internal Distribution Centers
2    Customer Handling- this role has direct customer handling with good Verbel and written communication, to solve their supply and logistics related and issues.
3    Commercial Management: Read & Understand all commercial terms of Purchase Order and need to get these executed smoothly with cross functions team.
4    Management Reports: will prepare all KPI reports for the department, pertaining customer presentation & year end performance of the team.
5    Stake holder management: To coordinate with global and local functions & Support the regional Sales, CSand SCM managers in activities to ensure an enhanced customer experience. This includes but is not limited to projects and tasks to enhance the order management & fulfillment process, end to end alignment within cross functions to impart better customer service to stake holders
6    KPI’s Key performance indicators: Ontime Delivery, Inventory, Pricing discrepancy, Customer satisfaction, Backlog Lates, Ship to Request, Ship to Schedule.

Desired Candidate Profile:

•    7-8 years of experience 
•    Working experience in SAP-SD & MS office 
•    Extensive transactional working experience in manufacturing industry under CS / Supply chain.
•    Experience of effective collaboration in multiple regional teams set up & stake holder management 
•    Preferred experience of Aerospace and Defense 
 

Competencies