CUSTOMER SERVICE SPECIALIST II

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.

Responsibilities:
- Receive and process order into system in accordance to order policy using SAP
- Daily working on customers' orders and follow-up with Planning and/or Logistics to ensure on-time delivery to meet customers' request date and TE confirm date 
- Weekly review of customers' backlog to meet billing target as set by management yearly and to meet STS & STR metric.
- Coordinate with oversea factories and internal functions to improve on time order processing, order confirmation, delivery performance and AR collection. 
- Daily review customers' new orders and resolve any pending issues to provide order acknowledgement to customer
- Handles complaints, claims, returns and replacements processing
- Maintain proper documentations in line with company retention policy
- External customer email communication through Service cloud platform
- Participate in customer visits, work with Sales to establish, maintain customer business relationship and effectively resolve issues
- Any other ad-hoc activities to support Sales events
- Any other ad-hoc reporting as and when requested by management
 

What your background should look like:

Requirements:
1)    Bachelor’s degree strongly preferred and/or minimum 3 years’ experience in Customer Service role 
2)    Proficiency in Microsoft Suite (Outlook, Excel, Word, PowerPoint, etc.)
3)    Ability to work with all levels within the organization
4)    A process improvement focus that includes time management, attention to detail and organizational skills
5)    Strong interpersonal / communication skills and ability to consistently demonstrate working in a team
6)    Learning agility and results-driven
7)    High sense of accountability
8)    SAP skills Sales Distribution /OTC is a must
9)    Business Japanese and English proficiency (oral / written)
10)    Team player can work under high pressure environment and tight dateline.

Competencies