HYBRID -CUSTOMER SERVICE ASSOCIATE IV

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

Strengthens customer relationships by acting as a liaison between customer and any internal points of contact.

Job Requirements

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.

What your background should look like

Customer Engagement and Relationship Management

Serve as the primary contact for assigned accounts
Provide timely responses to inquiries
Foster proactive communication
Build strong relationships through:
- Regular customer interactions
- Formal feedback surveys
- Tailored meetings
Act as a liaison between customers and internal teams to:
- Resolve escalations
- Propose solutions
- Drive process improvements

Order and Service Management

Process customer orders, changes, returns, and quotes in SAP or similar systems
Ensure compliance with:
- Customer terms
- Quality requirements
- Contractual obligations
Oversee scheduling agreements
Monitor critical shipments
Expedite orders as required

Customer Success and Performance Improvement

Drive initiatives for Extraordinary Customer Experience (ECE)
Monitor and improve satisfaction metrics:
- STR (Straight Through Rate)
- CES (Customer Effort Score)
- FCR (First Contact Resolution)
- NPS (Net Promoter Score)
Conduct root-cause analysis of issues
Implement corrective actions to improve service delivery
Identify opportunities for:
- Streamlining processes
- Eliminating inefficiencies

Technical Support and Problem Resolution

Address technical inquiries using internal resources
Provide alternative solutions when necessary
Investigate and resolve customer issues related to:
- Delivery
- Price
- Quality
Collaborate with Key Account Managers and stakeholders to meet:
- On-time delivery goals
- Operational goals

Cross-Functional Collaboration and Continuous Improvement

Represent the "voice of the customer" to internal teams
Facilitate effective communication and alignment
Participate in:
- Training sessions
- Process improvement initiatives
- Cross-departmental projects
Mentor and support new team members
Enhance team capabilities

Required Qualifications and Skills

Education:
- Bachelor's degree preferred
- High school diploma required
Experience:
- Minimum 3 years in customer service/account management role
- Preferably in a B2B industrial environment
Technical Skills:
- Proficiency in Microsoft 365 tools (Excel, Word, PowerPoint, etc.)
- Experience with SAP or other ERP systems
Soft Skills:
- Strong interpersonal abilities
- Excellent communication skills
- Robust organizational capabilities
- Strong customer orientation

Competencies

Values: Integrity, Accountability, Inclusion, Innovation, Teamwork

ABOUT TE CONNECTIVITY
TE Connectivity is a global industrial technology leader creating a safer, sustainable, productive, and connected future. Our broad range of connectivity and sensor solutions enable the distribution of power, signal and data to advance next-generation transportation, renewable energy, automated factories, data centers, medical technology and more. With more than 85,000 employees, including 8,000 engineers, working alongside customers in approximately 140 countries. TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com and on LinkedIn, Facebook, WeChat, Instagram and X (formerly Twitter).

COMPENSATION
•    Competitive base salary commensurate with experience: $46,800 – $70,200 (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

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

IMPORTANT NOTICE REGARDING RECRUITMENT FRAUD
TE Connectivity has become aware of fraudulent recruitment activities being conducted by individuals or organizations falsely claiming to represent TE Connectivity. Please be advised that TE Connectivity never requests payment or fees from job applicants at any stage of the recruitment process. All legitimate job openings are posted exclusively on our official careers website at te.com/careers, and all email communications from our recruitment team will come only from actual email addresses ending in @te.com. If you receive any suspicious communications, we strongly advise you not to engage or provide any personal information, and to report the incident to your local authorities.

Location:

MIDDLETOWN, PA, US, 17057

City: MIDDLETOWN

State: PA

Country/Region: US

Travel: None

Requisition ID: 139833

Alternative Locations:

Function: Customer Service