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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

At TE Connectivity (TE), we deliver solutions to energy and utility customers across the world, which allows them to build reliable infrastructures in the most challenging environments. From developing new networks in emerging countries to strengthening grids in mature ones, we focus on creating specialized solutions that meet our customers’ needs. We are where our customers are, working with them early in the planning stages of a new project, and offering installation and local support to ensure the best performance every step of the way.

TE Connectivity, Energy Business Unit is currently seeking a seasoned Customer Service Manager to lead the EMEA customer service organization.

Our AMS Customer Service teams interact with customers, company sales and technical service teams 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 and 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 through ECE and drive efficiency through TEOA to support long term profitable growth for Energy AMS

KEY RESPONSIBILITIES 
•    Lead, manage & develop the AMS Customer Service team, including back office
•    Achieve top customer ECE
•    Develop strategies to improve quality of service & productivity and to develop a proactive customer service organization with focus on growth
•    Ensure consistent documentation, application & monitoring of Customer Service processes across AMS
•    Holes the customer service associates accountable, upgrades/upskills as necessary
•    Uses analytics and visualization of leading indicators to drive better customer satisfaction
•    Investigates and resolves customer issues (delivery, price, quality, product and tooling information, etc.)
•    Drives new technology and modern customer service platforms, is a change agent to elevate the customer experience for better NPS
•    Monitor key customer service & business unit KPIs, developing a strategic path for improvement and ensuring alignment of customer care with overall BU goals
•    Collaborate closely with Supply Chain & Operations to reduce overdues, improve lead times & delivery vs request/commitment
•    Drive the AMS customer service organization towards a TEOA Star Level 3/4 through continuous improvement
•    Be actively involved in day to day customer escalations, with the focus on fixing customer issues, aligning the necessary stakeholders
•    Provide customer allocation proposals & tradeoffs in case of constrained materials
•    Support stakeholders with analysis of key analytics in customer service area
 

What your background should look like:

•    Relevant Bachelor's Degree and/or related and proven working experience in a similar position
•    Min. 3 years of successful (remote) people & team management experience in a customer facing area
•    Experience in developing and implementing systems and standard processes
•    Action & result oriented problem solver, able to take decisions independently
•    Data-driven, analytical & (continuous improvement) process mindset
•    Organizational Agility: flexibility to assume workloads which necessitate adjustment of priorities
•    Customer Focus
•    Excellent written and verbal communication skills, and full working fluency in English. Any additional European languages are a plus
•    Balancing Stakeholders: strong cross-functional collaboration
•    System-savvy, with strong experience in MS Office (Excel) & business systems
•    Business Acumen
•    Ability to see the bigger picture
•    Understanding of TE’s product portfolio is a plus
 

Competencies

Values: Integrity, Accountability,Teamwork, Innovation
SET : Strategy, Execution, Talent (for managers)

ABOUT TE CONNECTIVITY
TE Connectivity is a 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 approximately 80,000 employees, including more than 7,500 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.

COMPENSATION
•    Competitive base salary commensurate with experience: $: $65,000 to 85,000 (subject to change dependent on physical location)
•    Posted salary ranges are made in good faith. TE Connectivity reserves the right to adjust ranges depending on the experience/qualification of the selected candidate as well as internal and external equity.
•    Total Compensation = Base Salary + Incentive(s) + Benefits
BENEFITS
•    A comprehensive benefits package including health insurance, 401(k), disability, life insurance, employee stock purchase plan, paid time off and voluntary benefits.

Location: 

FUQUAY - VARINA, NC, US, 27526

City:  FUQUAY - VARINA
State:  NC
Country/Region:  US
Travel:  Less than 10%
Requisition ID:  67349
Alternative Locations: 
Function:  Customer Service


Nearest Major Market: Raleigh

Job Segment: Service Manager, Developer, Equity, Manager, Customer Service, Technology, Finance, Management

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