CUSTOMER SERVICE ASSOCIATE V

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.

Job Description

Responsibilities:

• Manage customer phone and email enquires relating to price, delivery and product selection.
• Respond to customer technical enquiries identifying product solutions to meet different customer applications. This includes building a sound technical knowledge through training of our portfolio. 
• Update key accounts with regular order status reports and other communication techniques
• Preparation of customer quotations for products in line with company’s sale and pricing policies 
• Processing customer orders into Business ERP system.
• Meeting KPI’s for tasks performed to exceed market expectations
• Review Daily Reports  to achieve best performance of the business. Including but not limited to order entry accuracy, product selections, pricing and margins, delivery concerns. Using this review and working with internal and external customers to resolve ay issues
• Attend to customer queries on outstanding orders.  For Key Account Customers (KAC), proactively feedback rescheduled delivery information to the customer 
• Provide accurate information in a timely manner to Logistics, Stores and Production to enable despatch to meet customer request.
• Complete paperwork interfacing with other Departments, includes purchase requisitions (non-capital), goods return advice, and requests for credit.  Ensure approval by the appropriate level as defined in the Authority List.
• Attend regular meetings with internal customers focusing around updates on sales performance and Key Account Customer sales strategy.  Be prepared to discuss processes and topics relating to your role, raising any issues affecting the customer service function.
• Undertake other duties as required from time to time by the Sales Operations Manager
• Provide input on key accounts directly to the Supply Chain as part of the Sales and Operations planning process. 
• Be involved in continuous improvement programmes that are aimed at achieving excellence in customer service.
• At all times act in the best interest of both internal and external customers.
• Ensure adequate notice of absence is provided to allow coverage of the role.

Requirements:

• High Proficiency in English with additional languages is a big plus.
• High proficiency with Microsoft & MRP applications
• Engineering / trade background in Electrical advantageous
• Previous sales / customer service experience
• The ability to adapt to different types of customers
• Ability to organise self and manage multiple tasks.
• Be able to communicate confidently and effectively

What your background should look like:

Competencies