Customer Service Manager

Function:  CUSTOMER SERVICE
Requisition ID:  21629
Location:  Harrisburg, PA, US, 17057
Alternative Locations: 
Education Experience:  Bachelors Degree (High School +4 years)
Employment Experience:  5-7 years
Travel:  Less than 10%

 

Company Information

TE Connectivity Ltd., is a $13 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 78,000 employees, including more than 7,000 engineers, working alongside customers in nearly 150 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com and on LinkedInFacebookWeChat and Twitter.

Consumer, network and datacenter applications change at an exponential pace and the Data and Devices business is at the heart of a continuously expanding connected life. Accordingly, we provide responsive, iterative and fundamentally agile capabilities and conceived, designed and manufactured to support today's demands. Our customers are building the devices and the infrastructure that is redefining what information technology means. Our products push markets and meet the ever changing need of the evolving, more connected, data-driven world. We are enhancing the way we do business, focusing on the most important things and staying agile and responsive to the needs of a faster, more connected world.

Job Overview

The Data and Devices Business Unit Customer Care Organization is seeking a regional Customer Care Leader for the Harrisburg location.  The Customer Care organization is responsible for the order to cash process and customer care experience. Through customer and market insights, the regional Customer Care leader will establish the Customer Experience (CE) vision and transformation for the regional Customer Care.  Leveraging our people, processes and technology, i.e., customer care professionals, Salesforce.com, ecommerce, online self-serve and live chat, the regional Customer Care leader will develop innovative strategies that will enhance the customer experience and create a competitive advantage.  

Responsibilities & Qualifications

Responsibilities

  • Responsible for achieving specific departmental objectives and assisting in meeting sales goals.
  • Understand and enforce company policies, procedures and changes.  Remove obstacles when necessary.
  • Manage continuous improvement through various quality programs: TEOA ECE, Delivery Scorecard.
  • Visit customers at their locations and trade shows to build higher level relationships.  Present the Customer Care operation to TE executives and customers visiting TE.  Attend sales meetings to identify issues and increase sales.  Represent the customer’s point of view during internal decision making processes.
  • Prepare and administer an annual operating and capital budget for the department. 
  • As requested by management, prepare information relating to business conditions reflecting on the possible needs for additional resources (people), raw material and equipment based on backlog, new order input and expediting conditions.
  • Work closely with business unit leadership and cross-functional partners to create the customer experience vision and align with their service expectations.
  • Utilize latest technology and innovative mind-set to drive a more customer-focused, interactive experience with TE. 
  • Monitor customer behaviors, needs and the performance of the organization through VOC. Identify and remedy issues that lead to customer dissatisfaction or detraction.
  • Identify opportunities and drive solutions to enable system automation and optimize customer self-serve capabilities.
  • Leverage our people, processes and technology to establish a culture, infrastructure and commitment to optimize the Customer Care experience.
  • Recruit new talent and develop Customer Care leaders that will embrace the vision and transform the organization through delivering exceptional customer experience.
  • Drive operational excellence and continuous improvement mind-set within the regional Customer Care organization.
  • Develop global KPI’s in alignment with corporate policies, procedures and standards.
  • Liaise between sales, demand management, manufacturing and supply chain leadership to establish and achieve strategic priorities.
  • Analyze business performance to determine required service level and TE cost to serve.
  • Consult with other TE business unit Customer Care leaders and Industry subject matter experts.
  • Lead employee engagement efforts regionally.

 Key Performance Measurements: 

  • Net Promoter Score
  • Customer Satisfaction
  • Delivery Performance Ship to Schedule/Commitment
  • Customer Care Responsiveness
  • Cost to Serve
  • Employee Engagement
  • Extraordinary Customer Experience (ECE)

 

 Key Qualifications, Experiences and Knowledge required: 

  • Bachelor’s Degree in Business or Marketing required. MBA or MS a plus.
  • Minimum 7 years relevant work experience in Customer Care and/or Customer Experience management.
  • Proven success record of Customer Experience transformation within a Customer Care or equivalent service organization.
  • Proven experience developing customer-centric strategies and operating models.
  • In-depth knowledge of VOC, customer analytics, CE design and customer journey mapping.
  • Competent in customer relationship management/CRM systems (i.e. Salesforce.com), data and integration across various business channels.
  • Experience leading diverse teams. 
  • Flexibility to travel as required.
  • Strong MS Office experience

Competencies

  • Managing and Measuring Work
  • Building Effective Teams
  • Motivating Others
  • Values: Integrity, Accountability,Teamwork, Innovation
  • SET : Strategy, Execution, Talent (for managers)
  • Business Acumen
  • Communication
  • Customer Focus
  • Developing Direct Reports and Others
  • Drive for Results
  • Interpersonal Skills
  • Team Leadership
  • Sense of Urgency
  • Problem Solving


Nearest Major Market: Harrisburg

Job Segment: Service Manager, Developer, Manager, Supply Chain Manager, Customer Service, Technology, Management, Operations

Apply now »