SUPV II CUSTOMER SERVICE

Job Overview

TE Connectivity Ltd. is a $14.9 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 7,500 engineers, working alongside customers in approximately 150 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com

Roles and Responsibilities

ROLE OBJECTIVE:

Supervisor Customer Solutions Support will be responsible of a team of Associates for supporting all Customer Service-related tasks of the TE Order-to-Cash Process playing a key role in the whole business success. The team will support the whole EMIA Customer Solutions, intercompany business. He/She must get the new tasks for the team and support transition smoothly. This role requires cross functional support by which the team gain process knowledge. Supporting all kind of TEOA initiatives and track daily key KPI’s and ensure 100% quality.

RESPONSIBILITIES:
•    Managing customer service teams
•    Analyze and identify the right trainings based on their expertise and skill set
•    Identify the high potential and critical talents and set the career path
•    Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
•    Interact with internal stake holders on a regular basis
•    On-board new employees and ensure they get the trainings
•    Handling internal and external customer escalations
•    Review, Analyze and answer customer complaints
•    Hiring right employees and provide the training
•    Set the right KPI’s and developmental goals for the team 
•    Ensuring a daily Performance Improvement Management with team
•    Analyzing monthly VOC and defining appropriate actions
•    Evaluating performance and behavior by conducting 1:1 meeting.
•    Taking necessary actions if there is any deviation in performance or behavior. 
•    Conducting root cause analysis for the customer escalation and taking corrective and preventive actions 
•    Identify and create the back up for supervisor of the respective team
•    Driving TEOA according to Star Level Requirements and supporting continuous improvement projects (Kaizen Events, Six Sigma Projects)
•    Driving team initiatives to keep motivation and performance on a high level
•    Share monthly reports summarizing the assigned team’s performance.

Desired Candidate

QUALIFICATIONS EXPERIENCE / KNOWLEDGE:
•    Graduation in any stream
•    Minimum 7-9 years of work experience in Customer Service environment – Order management domain. Hands on experience in SAP is preferred
•    Knowledge in the Supply Chain Processes
•    Expertise in the SAP – SD / MM module
•    Minimum 2 years of team managing experience.

Competencies