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Supervisor/Coach Customer Solutions

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 Journey Management Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. They answer questions about installation, operation, configuration, customization and usage of assigned products. Their product knowledge and expertise is critical to responding to daily customer-centric activities. 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.

The Customer Journey Management Team supports the enterprise to drive Customer Growth and Experience and the Distribution Channel business unit to make it easy for our Distribution partners to do business with TE. The organization consists of more than 400 employees who provide global service to both Customers and Distributors and drive growth for the organization.

The Customer Solutions Supervisor/Coach is responsible for continuing to drive transformational customer centric strategies geared around delivering extraordinary customer experiences and driving sales growth for the team, while continuing the transformation of our Customer Solution organization to a Universal Servicing Model including Customer Care, Technical Support and Inside Sales. Furthermore, the Supervisor/Coach is responsible for delivering a level of service & driving unsurpassed growth which builds strong customer relationships to make TE the supplier of choice. 

The Supervisor/Coach must possess coaching and development skills to provide the team an “extraordinary experience” that engages them and drives superior outcomes for our customers.

Role and Responsibilities:

• Own and be accountable for achieving specific departmental objectives and in meeting both sales and customer experience goals of the team
• Equip the team to develop, enhance and grow customer relationships through lead generation, building an opportunity pipeline, nurturing customers through their buying journey and driving customer loyalty
• Observe and coach the team in their work activities, providing immediate feedback through coaching discipline and following up to ensure appropriate actions are taken
• Recruit new talent and develop a strong talent pool that will embrace the vision and transform the organization
• Drive operational excellence and continuous improvement mind-set within your team
• Grow and nurture the team by providing inclusion and engagement opportunities, as well as developing them for their future careers. 
• Liaising effectively with various internal business partners like engineering, planning, and sales to resolve customer inquiries and requests

Key Performance Measurements:
• Strategy, Execution and Talent (SET)
• Select Revenue & New Customer Acquisition
• Customer Effort Score
• First Contact Resolution
• Efficiency/Productivity Improvement
• Employee Engagement
• Attrition Rates

What your background should look like:

Competencies/Skills:
• Both customer focus and sales mindset
• Strategic thinker with strong business acumen
• Consultative selling experience & skills
• Ability to lead an international team in multiple countries
• Servant leadership
• Result oriented
• Ability to maintain progress on multiple tasks, set priorities, and manage time effectively
• Ability to adapt, be agile and drive change
• Strong communication (written and verbal), persuasion and interpersonal skills
• Ability to establish strong business relationships accross various business units and functional departments within a global and diverse organization
• Demonstrate a proactive and positive attitude and instill the same within the team

Required Qualifications, Experiences and Knowledge:
• A minimum of 5 years of professional experience in a an international customer care and/or sales environment
• Proven success record of change management efforts in customer care & sales
• Proven experience of leading multi-layered teams
• Demonstrated experience in working effectively and directly with all levels of the organization
• Industry specific experience is a plus
• Language proficiency: English (required), German (required), Netherlands (preferred)
• Bachelor's degree (e.g. Business/Sales/Marketing/Engineering)

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 Ltd., is a $14 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 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:  10% to 25%
Requisition ID:  52681
Alternative Locations: 
Function:  Customer Service


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