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Manager Customer Service

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. 

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.

In order to support our growth strategy through Extraordinary Customer Experience (ECE),  this position will focus on proactively building a strong Customer Care management team and developing best in class service strategies for our sub verticals. Furthermore, the incumbent will support strategy and processes through the Customer Care Organization of TE Industrial globally.

Key Responsibilities:
• Develop and manage the EMEA Customer Care team;
• Liaise with Global Customer Care Management to support and implement growth and service strategies;
• Work with the team, Sales Organization and Industrial Management to enforce service differentiation strategies;
• Drive processes, procedures and measurements (KPIs) for the department;
• Ensure monitoring the accuracy of reporting and data base information;
• Actively involved in day to day customer escalations, with the focus on fixing EMEA root cause issues;
• Encourage and support transition from an order and backlog focused organization to a more proactive Customer Care team, shifting focus to growth as well as driving ECE;
• Support and drive the development and execution of the TE Operating Advantage Strategy for Industrial Customer Care;
• Develop EMEA strategies to improve quality of service and productivity, ensuring strong alignment with Industrial programs while aligning with the other Customer Care regions;
• Develop and foster a Continuous Improvement mindset in the global Customer Care organization, focused on embedding a root cause corrective action mentality and mentor Green Belts;
• Identify and address training and coaching needs on an EMEA level; being actively involved in learning and development of the EMEA Customer Care organization, building a future talent pipeline;
• Stakeholder Management (influencing & getting buy-in) including Finance, Pricing, Sales, Customer Care Councils.

 

What your background should look like:

• Relevant Bachelor's Degree and/or related and proven working experience in a similar position;
• Minimum of 7 years of working experience in a Customer Care Associate/Representative position role in an international environment serving customers;
• Minimum of 3 years of managerial/leadership experience and related skills;
• Continuous Improvement qualification;
• Strong driver and decision maker;
• Flexibility and high level of stress tolerance;
• Emotional intelligence;
• Creative thinker with an empowered mindset;
• Full working proficiency in English.

Competencies
Managing and Measuring Work
Building Effective Teams
Motivating Others
Values: Integrity, Accountability,Teamwork, Innovation
SET : Strategy, Execution, Talent (for managers)

About TE Connectivity
TE Connectivity is a $13 billion global industrial technology leader creating a safer, sustainable, productive, and connected future. Our broad range of connectivity and sensor solutions, proven in the harshest environments, enable advancements in transportation, industrial applications, medical technology, energy, data communications, and the home. With nearly 80,000 employees, including more than 8,000 engineers, working alongside customers in approximately 150 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com and on LinkedIn, Facebook, WeChat and Twitter.

What TE Connectivity offers:

We offer competitive rewards & compensation. Our commitment to our employees includes offering benefit programs that are comprehensive, competitive and will meet the needs of our employees.

  • Competitive Salary Package
  • Performance-Based Bonus Plans
  • Health and Wellness Incentives
  • Employee Stock Purchase Program
  • Community Outreach Programs / Charity Events
  • Employee Resource Groups
Location: 

Den Bosch, NB, NL, 5222 AR

City:  Den Bosch
State:  NB
Country/Region:  NL
Travel:  Less than 10%
Requisition ID:  55469
Alternative Locations: 
Function:  Customer Service


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