SUPV III CUSTOMER SUCCESS

Job Overview

This role is currently Hybrid (in office 1x per week) 

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 Aerospace, Defense and Marine Business unit is seeking a Customer Success Supervisor II for our Customer Success Team based in Middletown, PA. The Customer Success Supervisor III, under guidance of the Customer Success Country Manager, is responsible for the day-to-day management of the Customer Success team and its activities. This includes, but is not limited to, managing resources, performance management, coaching and career development. In addition, the Customer Success Supervisor III will focus on process improvements within the team and identifying/implementing change to support the business strategy and growth of the Aerospace, Defense and Marine business.

Position Responsibilities:
•    Leading a team of customer success specialists/agents, focusing on performance management, coaching and career development.
•    Monitor and evaluate team performance against yearly goals, objectives and KPI targets.
•    Participating in developing strategies and identifying process improvements to raise customer satisfaction.
•    Build and foster strong business relationships with internal and external customers to drive an extraordinary customer experience.
•    Reviewing customer feedback and resolving customer complaints.
•    Responding to customer escalated issues and facilitating solutions.
•    Provide team support for complicated and critical issues.
•    Collaborate with other functions such as sales, product management and operations to meet customer requirements and deliverables.
•    Recruit and onboard new hires.

What your background should look like:

Required Qualifications:
•    5+ years of experience in a customer service/account management role.
•    Proven experience in a customer service role with 2-3 years’ experience in a supervisory or managerial capacity.
•    Strong leadership and managerial skills with the ability to motivate and influence.
•    Excellent written and verbal communication skills.
•    Great people skills along with a positive and professional attitude
•    Ability to communicate with all levels in the organization (entry-level to executive).
•    Analytical person with a continuous improvement mindset.
•    Knowledge of SAP and customer relationship management (CRM) systems.
•    Excellent computer skills with proficiency in Microsoft 365 (Outlook, Excel, Word, PowerPoint, etc.)

Preferred Qualifications:
•    Exceptional customer service skills with a customer centric mindset.
•    Problem solving and decision-making abilities, with the capacity to manage escalated customer issues.
•    Excellent organizational and time management skills with the ability to prioritize tasks and meet deadlines.
•    Flexibility and adaptability to changing customer/business needs and priorities.
•    Ability to work well under pressure and oversee stressful situations in a professional manner.
 

Competencies