Customer Service Specialist

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.
The Customer Service Associate (CSA) is a vital role dedicated to building and maintaining robust customer relationships, ensuring total satisfaction, and driving improvements in customer experience. Acting as the primary interface between the company and customers, this position oversees a wide array of pre-sales and post-sales functions, ranging from managing inquiries and orders to resolving complex issues. The CSA liaises with internal teams to deliver exceptional service and works collaboratively to strengthen customer loyalty and optimize sales performance.
This position may involve working with technical data subject to export control regulations and requires compliance with applicable laws. This is a Hybrid position. 

Your responsibilities

Customer Engagement and Relationship Management:
o    Serve as the central point of contact for assigned accounts, providing timely responses to inquiries and fostering proactive communication.
o    Build and maintain strong relationships through regular customer interactions, formal feedback surveys, and tailored meetings.
o    Act as a liaison between customers and internal teams to resolve escalations, propose solutions, and drive process improvements.

Order and Service Management:
o    Process customer orders, changes, returns, and quotes in SAP or similar systems.
o    Review and ensure compliance with customer terms, quality requirements, and contractual obligations.
o    Oversee scheduling agreements, monitor critical shipments, and expedite orders as required.

Customer Success and Performance Improvement:
o    Drive initiatives for Extraordinary Customer Experience (ECE) and satisfaction metrics like STR, CES, FCR, and NPS.
o    Conduct root-cause analysis of issues and implement corrective actions to improve service delivery.
o    Identify opportunities for streamlining processes and eliminating inefficiencies.

Technical Support and Problem Resolution:
o    Address technical inquiries using internal resources, and provide alternative solutions when necessary.
o    Investigate and resolve customer issues related to delivery, price, and quality.
o    Collaborate with Key Account Managers and other stakeholders to meet on-time delivery and operational goals.

Cross-Functional Collaboration and Continuous Improvement:
o    Represent the "voice of the customer" to internal teams, facilitating effective communication and alignment.
o    Participate in training sessions, process improvement initiatives, and cross-departmental projects.
o    Mentor and support new team members to enhance team capabilities.

What your background should look like:

Required Qualifications and Skills
•    Bachelor’s degree preferred or minimum 3 years of experience in a customer service/account management role, preferably in a B2B industrial environment.
•    Proficiency in Microsoft 365 tools (Excel, Word, PowerPoint, etc.) and SAP or other ERP systems.
•    Strong interpersonal, communication, and organizational skills with an emphasis on customer orientation.
•    Demonstrated ability to manage multiple tasks, meet tight deadlines, and work with minimal supervision.
•    Excellent analytical skills and process improvement focus.
  
Competencies and Key Attributes
•    Exceptional time management and attention to detail.
•    Strong collaboration and teamwork abilities.
•    Ability to handle high-pressure situations with professionalism and efficiency.
•    Proven problem-solving and negotiation skills.
•    Commitment to delivering an extraordinary customer experience through proactive and innovative service delivery.

Competencies