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Senior Manager Global Customer Care


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

The Industrial Customer Care organization supports the Industrial business unit’s direct customers. The Customer Care organization is responsible for the order to cash process, support of sales and product management, and customer service experience. The organization consists of more than 100 professionals, globally.
 
Leveraging our people, processes and technology, i.e., TE customer care professionals, India back office, Salesforce.com, ecommerce, online self-serve and live chat, the leader of Global Customer Care will develop innovative strategies that will enhance the customer experience and create a competitive advantage for the Industrial BU.  We seek an individual with a strong Customer Experience mindset, team building skills, and excellent communication capabilities to map out the course for where we should take the Customer Care organization next on its path of transformation and partnership.

Primary responsibilities to include: 
• Develop strategic plan to include VOC, customer journey mapping, benchmarking, gap analysis and new technologies required to enhance the experience of TE’s customers
• Coordinate with channel customer care on technologies, back-office, systems enhancements
• Monitor customer behaviors, needs and the performance of the organization through VOC. Identify and remedy issues that lead to customer dissatisfaction or detraction
• Partner with sales and product management on initiatives to provide better messaging and up-sell opportunities through customer care
• Partner with materials, pricing, and operations to streamline communications, improve ship to request delivery performance, get more demand feedback direct from customer, and enhance overall customer experience
• Monitor key customer care & BU KPIs, developing strategic path for improvement and insuring alignment of customer care with overall BU goals
• Identify opportunities and drive solutions to enable system automation and optimize customer self-serve capabilities
• Recruit new talent and develop Customer Care leaders that will embrace the vision and transform the organization through delivering exceptional customer experience
• Drive operational excellence and continuous improvement mind-set within the Customer Care organization globally
• Analyze business performance to determine required service level and TE cost to serve
• Consult with other TE business unit Customer Care leaders and Industry subject matter experts
 
Key Performance Indicators:
• Net Promoter Score
• Ship to Request on-time %
• Ease of doing Business with TE
• Advertised & accountability lead-times
• Customer Care Responsiveness
• BU Revenue / OI
• Cost to Serve

What your background should look like:

Competencies & Skills:
• Effective global leader
• Strong communication and interpersonal skills
• Collaborative, ability to build strong relationships with cross-functional partners within a global and diverse organization
• Analytical and strong problem solving skills
• Strong business acumen
• Ability to multi-task and prioritize
• Talent acquisition and development
• Results driven
• Strong sense of urgency
• Quick-learner
• Self-starter
 
Qualifications:
• Bachelor’s Degree in Business, Marketing or related field
• Minimum 9 years’ relevant work experience in Customer Service and/or Customer Experience management
• Experience leading global and diverse teams
• Fluent in English
• Proven success record of Customer Experience transformation within a Customer Care or equivalent service organization
• Competent in customer relationship management/CRM systems, data and integration across various business channels
• In-depth knowledge of VOC, customer analytics, CE design and customer journey mapping
• Flexibility to travel globally as required
• Six Sigma or related certification is a plus

Work Location

This position is based in our location in Den Bosch, Netherlands.

About TE Connectivity
TE Connectivity is a $13 billion global industrial technology leader creating a safer, sustainable, productive, and connected future. Our broad range of connectivity and sensor solutions, proven in the harshest environments, enable advancements in transportation, industrial applications, medical technology, energy, data communications, and the home. With nearly 80,000 employees, including more than 8,000 engineers, working alongside customers in approximately 150 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 offer competitive total rewards compensation. Our commitment to our associates includes offering benefit programs that are comprehensive, competitive and will meet the needs of our associates.

  • Generous 401(k) Plan
  • Tuition Reimbursement
  • Benefits start on day one
  • Charity Donation Matching Program
  • Competitive Paid Time Off
  • Employee Resource Groups
  • Employee Stock Purchase Program
  • Healthcare for Associates and Families
  • Health and Wellness Incentives
  • Life Insurance and Disability Protection

Throughout our Global reach and various Business Units, we take a balanced approach to the benefits we provide. Many benefits are company-paid, while others are available through associate contribution. Specific benefit offerings can vary by location.

Location: 

Den Bosch, NB, NL, 5222 AR

City:  Den Bosch
State:  NB
Country/Region:  NL
Travel:  10% to 25%
Requisition ID:  56706
Alternative Locations: 
Function:  Customer Service
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