Customer Service Supervisor

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.

We’re seeking a Customer Service Supervisor for our Customer Service Department in Katy, TX supporting Strategic and Key Oil and Gas customers.  The Customer Service Supervisor is responsible for the day-to-day management of the Customer Service team and its activities. This includes, but is not limited to, managing resources, performance management and development, and providing coaching as necessary.   In addition, the Customer Service Supervisor will collaborate on process improvements within the Department as well as identifying / implementing change to maintain the strategic vision of the Department.   Finally, the Customer Service Supervisor will work with the Customer to establish and maintain a customer business relationship to provide total Customer satisfaction and increase sales.

Position Responsibilities:
•    Managing a team of customer service associates, focusing on time & attendance, performance reviews, and career development.
•    Developing self-directed teams that provide excellent service to our Customers. 
•    Meeting customer requirements by implementing the most efficient processes available.
•    Builds and maintains strong business relationships with Customers to drive an exceptional Customer experience
•    Understands business processes and makes proactive decisions, effectively solving Customer issues, and increasing sales.
•    Independently, or as a team member, investigates and resolves Customer issues.
•    Identifies and drives corrective actions and improvement projects that will raise Customer satisfaction levels.
•    Delegation of Authority approver for various issues
•    Usage of TEOA Tools to ensure high quality standards
•    Regular Meetings with Sales & Marketing for information exchange and initiation of improvement actions
•    Monthly review of Customer Satisfaction results with Management and TEOA practitioner including improvement actions to deliver best in class Customer Experience

Job Competencies:
•    Holds the ability to develop/train junior staff
•    Time management
•    Attention to detail
•    Strong organizational skills
•    Strong interpersonal skills and a positive and professional attitude
•    Strong written business and technical communication skills
•    Assesses personal performance against established measures using strong analytical skills
•    Project management skills in execution of business process projects 
•    Proven ability to engage others and develop strong, positive working relationships
•    Strong customer orientation
•    Team player/able to work well with others
•    Ability to work well with little supervision
 

What your background should look like:

•    Bachelor’s degree strongly preferred, with 3+ years’ experience in Customer Service role, or prior related work.
•    Familiar with Lean/Six Sigma methodologies.
•    Proficiency in Microsoft Suite (Outlook, Excel, Word, PowerPoint, etc.)
•    Effective analytical skills.
•    Effective interpersonal skills and ability to consistently demonstrate working in a team.
•    Ability to work with all levels within the Supply Chain.
•    Effective strategic thinker.
•    Demonstrated behaviors and values above the TE standard.
•    Prior supervisory experience, preferred.

Please note: This position may involve working with technical data, technology, software/source code, hardware or other items (collectively “items) subject to U.S. and non-U.S. export control laws and regulations.  Under these regulations, it may be necessary for TE to verify a candidate’s national origin and/or citizenship status to determine whether a U.S. or other government export license is required prior to releasing its technologies to the candidate.  If TE determines that TE will require a license or will be prohibited by applicable laws from providing the candidate with items necessary for the performance of this position, then TE expressly reserves the right to either a) make an offer of employment contingent upon TE receiving required export licenses from the appropriate government agency, b) consider the candidate for a different position that is not subject to such restrictions, on whatever terms and conditions TE shall establish in its sole discretion, or c) decline to move forward with the candidate’s application.
 

Competencies