Manager Customer Service EMEA


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

TE Connectivity's Energy Business Unit is currently hiring a Customer Service Manager for the EMEA region. In this role, you will lead a team of supervisors overseeing approximately 40 customer service professionals who serve over a thousand customers, including Renewables players, Utilities, and Distributors. As part of our commitment to providing a best-in-class customer experience, you will collaborate with internal stakeholders in Commercial, Operations, and Financial functions. Responsibilities include handling transactions, responding to inquiries, resolving customer complaints, and fostering strong business relationships through Extraordinary Customer Experience (ECE) and operational efficiency initiatives like TE Operating Advantage (TEOA). If you are passionate about creating a sustainable future and enjoy delighting customers, this role is an excellent fit for you!

Responsibilities:

•    Lead, manage & develop the EMEA Customer Service team, including the back office
•    Achieve top customer ECE
•    Develop strategies to improve quality of service & productivity and to develop a proactive customer service organization with focus on growth
•    Ensure consistent documentation, application & monitoring of Customer Service processes across EMEA
•    Monitor key customer service & business unit KPIs, developing a strategic path for improvement and ensuring alignment of customer care with the overall Energy EMEA goals
•    Collaborate closely with Supply Chain & Operations to reduce overdues, improve lead times & delivery vs request/commitment
•    Drive the EMEA customer service organization towards a TEOA maturity through continuous improvement
•    Be actively involved in day to day customer escalations, with the focus on fixing customer issues, aligning the necessary stakeholders
•    Provide customer allocation proposals & tradeoffs in case of constrained materials
•    Support stakeholders with analysis of key analytics in customer service area

What your background should look like:

•    Relevant Bachelor's Degree and/or related and proven working experience in a similar position
•    Min. 5 years of successful (remote) people & team management experience in a customer facing area, ideally with leading leaders experience
•    Experience in developing and implementing systems and standard processes
•    Action & result oriented problem solver, able to take decisions independently
•    Data-driven, analytical & (continuous improvement) process mindset
•    Organizational Agility: flexibility to assume workloads which necessitate adjustment of priorities
•    Customer Focus
•    Excellent written and verbal communication skills, and full working fluency in English. Any additional European languages are a plus
•    Balancing Stakeholders: strong cross-functional collaboration
•    System-savvy, with strong experience in SAP, MS Office & Salesforce.com (Service Cloud)
•    Business Acumen
•    Ability to see the bigger picture & set strategic direction in the Customer Service area
•    Understanding of TE Energy’s product portfolio is a plus
•    Understanding of TE Energy’s customer base is a plus

What we can offer:

•       Work in a team where a good atmosphere and team spirit is one of greatest values
•       Private medical healthcare including dentist for you and your family
•       Attractive package of extra benefits of your choosing in My Benefit Platform
•       Multi sport card
•       Delicious coffee
•       Flexible working hours
•       Possibility to work from home or working from the office
•       Modern and comfortable office with chill out zone

Competencies

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

ABOUT TE CONNECTIVITY
TE Connectivity is a global technology leader enabling a secure, sustainable, productive, and connected future. Our broad range of connectivity and sensor solutions have been proven in the most demanding environments, enabling advancements in transportation, industrial applications, medical technology, energy technology, data communications, and for the home. With more than 85,000 employees, including more than 7,500 engineers, we work with customers in nearly 140 countries. TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com and on LinkedIn, Facebook, WeChat and Twitter.

 

WHAT TE CONNECTIVITY OFFERS:
We are pleased to offer you an exciting total package that can also be flexibly adapted to changing life situations - the well-being of our employees is our top priority!

•    Competitive Salary Package
•    Performance-Based Bonus Plans
•    Health and Wellness Incentives
•    Community Outreach Programs / Charity Events
•    Employee Resource Group

Across our global sites and business units, we put together packages of benefits that are either supported by TE itself or provided by external service providers. In principle, the benefits offered can vary from site to site.

Location: 

KRAKOW, MA, PL, 30-552

City:  KRAKOW
State:  MA
Country/Region:  PL
Travel:  10% to 25%
Requisition ID:  113897
Alternative Locations: 
Function:  Customer Service


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