Customer Service Manager

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. 

Job Overview

The Kettering, OH Industrial Commercial Transportation Customer Service Manager will lead a Team >20 members within the North American customer service organization which is >50 members.  Our team operates via a customer point of use strategy from Kettering, OH and Empalme, MX delivering an Extraordinary Customer Experience to an integrated Direct and LADD/Distribution model.

The primary location for this position is Kettering, OH.

This is a full-time position reporting directly to the North America ICT Customer Service Manager. 

What You'll Be Doing....

•    Advance best in class Customer relations via Quality, Delivery, Innovation and Responsiveness.
•    Provide Leadership within a demanding and fast-paced environment.
•    Develop/Lead Customer engagement projects and processes focused on:
o    Increasing Customer forecast accuracy.
o    Developing behavior analytics which enhance proactive Customer engagement focused on minimizing waste and increasing the “Extraordinary Customer Experience (ECE).
•    Lead Lean Business Process Strategy, Process Transformation, Performance Improvement Management, Talent Development and Mind-set & Culture as the NA Site Leader.
•    Proactively identify and prioritize systems & analytic pain points while managing organizational expectations for solutions. 
•    Ensures value add IT solutions are deployed successfully on time through-out ICT to maximize ROI.
•    Enable & drive Customer Care skills proficiency enhancement via competency matrix development, employee assessment, training curriculum development and trainer development.
•    Optimize North American Customer self-serve capability.
•    Represent Customer Care during customer visits to build high level relationships and facilitate mutually beneficial projects.
•    Develop relationship with all business units and TE functions to ensure team understands and strives to meet expectations of the business.
•    Partner with sales to develop support opportunities which contribute to ECE Examples:  Shipping costs, Customer payment behavior (A/R residuals)
•    Lead customer chargeback data analysis.
•    Mentor, lead, guide, and direct talent from other functions, becoming a TE talent developer.

What your background should look like:

  • •    Bachelor’s degree required.
    •    5 years relevant customer experience management background required.
    •    Knowledge/understanding of Customer Relationship Management/CRM systems.
    •    SAP – 7+ years’ experience
    •    Fluency in English required. 
    •    Ability to persevere in the presence of intense customer & organizational pressure.
    •    Practices attentive and active listening while demonstrating command skills so that timely solutions are obtained within a large & diverse organization.
    •    Demonstrates high level of decision making and knowledge within the transportation Industry.
    •    Ability to motivate and build effective teams. 
    •    Values: Integrity, Accountability, Inclusion, Teamwork, Innovation 
    •    Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability through an empathetic communication style which promotes a quality image of TE. 

Preffered Skills

  • Literacy in supply chain planning, demand systems, and MS Office
  • Lean Business Process experience preferred
  • 10+ years relevant customer experience management background preferred
  • SET: Strategy, Execution, Talent (for managers)


Managing and Measuring Work
Building Effective Teams
Motivating Others
Values: Integrity, Accountability, Teamwork, Innovation
SET : Strategy, Execution, Talent (for managers)

TE Connectivity is a global industrial technology leader creating a safer, sustainable, productive and connected future. Our broad range of connectivity and sensor solutions, proven in the harshest environments, enable advancements in transportation, industrial applications, medical technology, energy, data communications and the home. With approximately 80,000 employees, including more than 7,500 engineers, working alongside customers in approximately 140 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at and on LinkedIn, Facebook, WeChat and Twitter.

•    Competitive base salary commensurate with experience: $59,500 - $89,300 (subject to change dependent on physical location)
•    Posted salary ranges are made in good faith. TE Connectivity reserves the right to adjust ranges depending on the experience/qualification of the selected candidate as well as internal and external equity.
•    Total Compensation = Base Salary + Incentive(s) + Benefits
•    A comprehensive benefits package including health insurance, 401(k), disability, life insurance, employee stock purchase plan, paid time off and voluntary benefits.

EOE, Including Disability/Vets


KETTERING, OH, US, 45429-5156

State:  OH
Country/Region:  US
Travel:  10% to 25%
Requisition ID:  109491
Alternative Locations: 
Function:  Customer Service

Job Segment: CRM, Supply Chain Manager, Service Manager, Supply Chain, Technology, Operations, Customer Service