CUSTOMER SERVICE MANAGER II (Remote)

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.

This position manages a team of highly professional managers or experienced customer care employees within a designated region that supports Customers & their issues on a day to day basis. The job holder must have a strategic mindset but still have the ability and knowledge to execute on plans.  They need to be forward thinking and have knowledge and experience in the digital transformation of Customer Care. 

About the position:

Essential functions of the Customer Service Manager:

•    Provide leadership & management to the entire Customer Support team across the designated region for TE Medical – Metal, Devices & Interconnect
•    Leads & supports Customer Support team leads within the region to ensure the following:
•    Digital transformation 
•    Annual goals & objectives
•    Learning & Development of employees
•    Effective succession planning
•    Capacity resourcing
•    Assignment and direction of work & workload
•    Employee engagement
•    Help define Customer Support strategy & execute within region
•    Drives the integration and automation of customer support processes and systems across multiple manufacturing sites
•    Drives the adoption of new digital tools and systems (SAP, IBP, SFDC, Qualtrics, Call miner)
•    Provide the Voice of the Customer to the Organization
•    Analysis NPS results working with the ECE Manager to deliver continual improvements. 
•    Provides input to resolving critical issues that impact Customers or function     
•    Work with Regional Leadership to define the Wildly Important Goals for the Americas Region & ensure the Customer Support team is totally focused on achieving them
•    Deliver accurate and effective multi-site forecasting.
•    Design & generate intuitive reports required by the business.
•    Work closely with operations to establish a consistent robust Sales & Operation Plan for all sites 
•    Work on diverse Customer issues where analysis of a situation or data may require knowledge of a variety of factors. 
•    Frequently interacts with senior management and heads of functions to gain cooperation or provide guidance in ECE requirements 

Required Experience, Knowledge, Skills, Abilities or Education:

•    Minimum 10 years in sales, marketing, scheduling or customer service related position, preferably in a manufacturing organization or related technical experience.
•    Proven leadership of diverse teams essential.
•    MBA, BA or BS preferred.
•    Organizational:  Strong organizational skills, ability to manage several tasks at once, ability to set priorities, time management, ability to lead meetings to drive action.  Ability to develop project plans and lead teams to improve business performance. 
•    Interpersonal: Strong leader of people, highly accountable, customer focused, good oral and written communication, ability to work under pressure and maintain composure in sometimes emotional situations, team player, flexible and adaptable to changing conditions.
•    Ability to influence & motivate essential
•    Technical:  Knowledge of served market, products and key performance requirements for the market.  Ability to translate company goals to action plans for customer order management.  
•    Ability to implement conformance procedures. (quality, regularity).  
 

Competencies