MGR I CUSTOMER SERVICE

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.

What your background should look like:

Primary responsibilities to include:

Monitor customer behaviors, needs and the performance of the organization through VOC. Identify and remedy issues that lead to customer dissatisfaction or detraction.
Leverage our people, processes and technology to establish a culture, infrastructure and commitment to optimize the Customer experience and drive growth.
Recruit new talent and develop a strong talent bench that will embrace the vision and transform the organization.
Drive operational excellence and continuous improvement mind-set within the organization globally. Strong Execution focus.
Liaise between and across departments, business units and functions to achieve strategic priorities.
Lead employee engagement efforts globally.
Lead large complex projects cross-functional and cross-regional.
Drive high level of engagement within the Customer Journey Management team.
Responsible for achieving specific departmental objectives and in meeting both sales and Customer Experience goals
Resolve serious service problems. Focus on root cause analysis and eliminate defects within the system.

Key Performance Measurements:

Extraordinary Customer Experience (NPS)
Select Revenue & New Customer Acquisition
Customer Effort Score
First contact resolution
Efficiency/Productivity Improvement
Employee Engagement
TEOA

Competencies/Skills:

Customer ‘centric’ and Sales mind-set
Strategic thinker with Business Acumen
Consultative Selling experience & skills
Ability to lead in a global environment
Result oriented
Ability to adapt, be agile and drive transformation
Strong communication, persuasion and interpersonal skills
Ability to establish strong business relationships
Ability to influence without authority
Collaborative, ability to build strong relationships with cross-functional partners within a global and diverse organization.
Flexibility and expertise in change management

Required Qualifications, Experiences and Knowledge:

Proven success record of transformational efforts in Customer Care & Sales
Proven experience of leading large and multi layered teams
10+ years of professional experience in a multi-national Customer Care or Sales operations role
Demonstrated experience in working effectively and directly with all levels of the organization
Industry specific experience is a plus
Flexibility to travel when required 
SAP knowledge
 

Competencies