MGR I CUSTOMER SERVICE

Job Overview

This position a leading position is in a fast-paced business environment for B2B customer support team & Trade SCM, 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. And under SCM Product availability has to be assured from different vendors/TE Intraco locations from EMIA & USA. 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

RESPONSIBILITIES      

Customer Service
•    Manage a team of 4-5
•    Advance best in class customer relations via Quality, Delivery, Innovation and Responsiveness
•    Develop/Lead customer engagement projects and processes focused onIncreasing customer forecast accuracy
•    Review demand forecasts and order priority with production planning & control team; establish supply schedules for raw material based on production schedule in S&OP meetings
•    Resource and capacity planning for work load assessment.
•    Developing behavior analytics which enhance proactive customer engagement focused on minimizing waste and increasing the customer experience
•    Lead lean business process strategy, process transformation, performance improvement management, talent development and mind-set
•    Represent Customer Care during customer visits to build high level relationships and facilitate mutually beneficial projects.
•    Partner with sales to develop support opportunities which contribute to ECE
•    Maintaining consistent communication with leadership team to manage
•    customer service effectiveness by monitoring performance and assessing metrics.
•    Lead customer chargeback data analysis
•    Proactively identify and prioritize systems & analytic pain points while managing organizational expectations for solutions. 

Trade Supply Chain Management

•    Manage a team of 4-5
•    To focus on part availability, on time delivery to the customer, Quality and Cost Reduction by utilizing resources effectively
•    Driving supply chain and logistics excellence and ensuring the compliance of all statutory requirements in order to achieve Business goals
•    Provide innovative planning and logistics solutions to find and implement efficiencies with cross-functional teams 
•    Drive and assist in the identification and implementation of continuous improvement opportunities and customer satisfaction opportunities to deliver superior service.
•    Build sustainable relationships and trust with vendors and internal customers through open, proactive communication
•    Use of technological tools and internal data to generate reports that detail efficiencies as well as areas needing improvement
•    Coordination with TE Intraco plants for material availability as per customer CRD

Required Skills

EDUCATION/KNOWLEDGE

•    Bachelor’s degree preferred
•    MBA

CRITICAL EXPERIENCE

•    15 years + relevant customer experience management background required.
•    SAP – 10+ years’ experience
•    Extensive transactional working experience in manufacturing industry under CS & Supply chain.
•    Knowledge/understanding of Customer Relationship Management/CRM systems.
•    Preferred experience of Aerospace and Defense

COMPETENCIES
•    Expert /functional domain knowledge in Order management, Supply chain , Demand management
•    Ability to persevere in the presence of intense customer & organizational pressure
•    Practices attentive and active listening while demonstrating command skills so that timely solutions are obtained within a large & diverse organization
•    Knowledge of MIS Reporting and Analysis tools such as: Microsoft excel, Power Point, power BI.
•    Demonstrates high level of decision making and knowledge within the transportation Industry 
•    Good level of soft skills pertaining to customer support.

Competencies