CUSTOMER SERVICE SPECIALIST I

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.

Tasks and Responsibilities

• A central point of contact for customers headquarters or management team across the region.
• Proactive communication to customers regarding upcoming challenges, demand accuracy, recovery actions and alternative solutions.
• Orient to Customer DB- Monthly.
• Handle Escalation Calls with customers top management regarding escalated topics ( top Criticals, quality..).
• Manage Service Delivery Process/Execution.
• Proactively manage customer demand fulfilment to avoid escalations from occurring.
• Liaise with the SC and allocation teams to provide consistent product availability.
• Analyze customer demand and build appropriate fulfilment processes.
• Coordinate the consolidation task of LS/Liability/DU.
• Manage Interfaces & Build Service Culture.
• Act as Voice of the customer for internal support departments.
• Participate in developing training and process improvement projects that improve the ability of CSRs to service their particular customer.
• Partner with all new 3 teams of CS on any eventual OG project.
• Support coaching respective CSRs on SAP, CS processes and communication skills.
• Lead customer advocacy in cross-functional forums
• Support Kaizen events focused on improving customer experience and reducing frictions in customer order management.
   

What your background should look like:

• 3-5 Years, preferably in Integrated Customer Solutions
• More likely experience with a main Harness Maker (Yazaki, Leoni, Lear, Aptiv, Somitomo…)
• Cross-functional experience. (SC experience will be a bonus)
• Excellent communication and influencing skills

Competencies