SR MGR CUSTOMER SERVICE

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. The Industrial Commercial Transportation Customer Service Manager will lead the North American customer service organization which is >40 members. Our team operates via a customer point of use strategy from Kettering, OH and Empalme, MX delivering an Extraordinary Customer Experience for targeted customers that is optimal with our GTM model. 
This is a full-time position reporting directly to the Americas Sales Director.  

What your background should look like:

•    Advance best in class customer relations via Quality, Delivery, Innovation and Responsiveness.
•    Provide leadership within a demanding and fast pace environment.
•    Develop/Lead customer engagement projects and processes focused on:
•    Increasing customer forecast accuracy.
•    Developing behavior analytics which enhance proactive customer engagement focused on minimizing waste and increasing the customer experience
•    Lead lean business process strategy, process transformation, performance improvement management, talent development and mind-set.
•    Proactively identify and prioritize systems & analytic pain points while managing organizational expectations for solutions. 
•    Ensures value add IT solutions are deployed successfully on time through-out ICT to maximize ROI.
•    Enable & drive customer care skills proficiency enhancement via competency matrix development, employee assessment, training curriculum development and trainer development.
•    Optimize North American customer self-serve capability.
•    Represent Customer Care during customer visits to build high level relationships and facilitate mutually beneficial projects.
•    Develop relationship with all business units and TE functions to insure team understands and strives to meet expectations of the business.
•    Partner with sales to develop support opportunities which contribute to ECE Examples:  Shipping costs, Customer payment behavior (A/R residuals)
•    Lead customer chargeback data analysis.
•    Mentor, lead, guide and direct talent from other functions, becoming a TE talent developer.

•    Bachelor’s degree preferred.
•    15 years + relevant customer experience management background required.
•    Knowledge/understanding of Customer Relationship Management/CRM systems.
•    SAP – 7+ years’ experience
•    Ability to persevere in the presence of intense customer & organizational pressure.
•    Practices attentive and active listening while demonstrating command skills so that timely solutions are obtained within a large & diverse organization
•    Demonstrates high level of decision making and knowledge within the transportation Industry
•    Ability to motivate and build effective teams. 
•    Values: Integrity, Accountability, Inclusion, Teamwork, Innovation 
•    Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability through an empathetic communication style which promotes a quality image of TE. 

Competencies