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Customer Service Supervisor


At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. 

About the Global Channel Business Unit:

Hello.  Welcome to the Global Channel Business Unit. You may be wondering, “What is the Global Channel BU anyway?”

 

The Channel team is a fun and diverse team that works with almost every TE business unit to grow revenues, increase market share, and strengthen relationships with approximately 500 distributors around the world. Today, revenues generated from distribution sales represent about 15 percent of total TE sales.  Our team consists of nearly 600 sales, pricing, marketing, and customer care professionals who, along with their colleagues throughout TE, focus on providing Extraordinary Customer Experiences. Along with being the catalyst of the Extraordinary Customer Experience movement, the Channel BU is known as the “Exporter of Talent” via our dynamic Talent Infusion Program. Our Customer Care and Sales organizations, supports direct and indirect customers, represents more than half of Channel's workforce and is primarily located in three centers—Harrisburg, Den Bosch and Shenzhen. We’re proud of the work we do and proud to contribute to the success of TE. 

About the Job:

We Are:

 

Looking for a Customer Care Supervisor to be the driving force of improvement of Customer Care.  If you are passionate about leading a team, results driven, and interested in working for a world leader in Connectivity, then the TE Customer Care Supervisor role may be an ideal fit for you.

 

As a Customer Care Supervisor, you serve as the face and voice of the TE brand. You have the opportunity to make a meaningful difference in the lives of customers. Our servicing philosophy puts your passion to serve -and your personality- at the center of every customer interaction; creating an opportunity to deliver value to our customers while deepening relationships within our company. This vital position requires an action-oriented, flexible problem-solver who will assist and support the team in servicing our customers and resolving any and all customer facing inquiries and problems.

 

TE Customer Care Supervisors deliver extraordinary support to our customer care team by providing the coaching and feedback that will deliver ECE to our customers.  They will observe the customer care professionals in a variety of methods, providing immediate feedback and following up to ensure continuous improvement.  Customer Care Supervisors promptly and accurately support the team in responding to customer inquiries. They strive to empower the team to make it easy to do business with TE Connectivity, solving customer issues, while celebrating their value to us.

 

At TE we invest in you! Based upon prior work experience and performance on the job, you enjoy a generous benefits package. Additionally, our career path planning and continuing education will help you achieve your professional goals.

You Are:

A professional coach.  You know the ins and outs of what it takes to drive positive behaviors within your team; you have what it takes to build relationships with your team, and will drive them to achieve successful results with our customers.  You understand the customer and understand the importance their feedback contributes toward the continuous improvement of your team.  You have a competitive drive and want to leave a legacy.  You find interacting with all levels of employees exciting and challenging.  You yearn for your team to be engaged and included and will take the initiative to drive these efforts within the team.  You see change as an opportunity, not a detriment to your success. You look to bring the Extraordinary Customer Experience (ECE) to every person you come in contact with, and you challenge and coach your team to deliver ECE with every customer interaction.

 

Where Will You Be/Who Will You Be Working With? :

 

Your position is located in the Middletown, PA area and reports into the Channel Customer Care Team.

You will be:
  • Challenging your team to deliver extraordinary customer experience across every interaction by incorporating the behaviors you coach to in order to achieve the desired results.
  • Observing your team in their work activities, providing immediate feedback and following up to ensure appropriate actions are taken by the team.
  • Growing and nurturing your team by providing inclusion and engagement opportunities, as well as developing them for their future careers.
  • Driving continuous improvement within the team as well as with our customers.
  • Communicating via various channels such as telephone, email, and chat with customers and internal support areas including production, sales, engineering, logistics, and others as necessary.
  • Committing to being part of the solution when faced with a challenge.
  • Liaising effectively with various internal business partners like engineering, planning, and sales to resolve Customer inquiries and requests.
  • Reacting positively to changing business conditions by proving to be flexible and adaptable.
You Will Be Measured By:

•    Your team’s Customer Effort Score
•    Your team’s First Contact Resolution
•    TEOA metrics
•    Abandon Rates

Your Skills Include:

•    Delivering an exceptional customer service experience and coaching your team to do likewise.
•    Maintaining a passion for building team engagement through exceptional listening, relationship building, and strong written and verbal communication.
•    Demonstrating consultative experience, ability to influence, and resourcefulness.
•    Feeling energized by a desire to help and connect with your team and your customers.
•    Exhibiting an ability to maintain progress on multiple tasks, set priorities, and manage time effectively.
•    Having a “do what it takes” attitude.
•    Acting as a team player, critical thinker, self-motivator, and problem solver.
•    Maintaining a proactive positive attitude and instilling this within your team.
•    Willingness to mentor and coach as a means to improve your team’s service to Channel customers.

You Have:

•    Bachelor’s Degree
•    Proficiency in written and spoken English
•    Customer service and supervisory experience
•    Excellent communication skills

You May Also Have: Preferred 

•    Knowledge of TE’s interconnection portfolio and customer/industry applications

Competencies
Building Effective Teams
Motivating Others
Managing and Measuring Work
Values: Integrity, Accountability,Teamwork, Innovation
SET : Strategy, Execution, Talent (for managers)

About TE Connectivity
TE Connectivity Ltd., is a $14 billion global technology and manufacturing leader creating a safer, sustainable, productive, and connected future. For more than 75 years, our connectivity and sensor solutions, proven in the harshest environments, have enabled advancements in transportation, industrial applications, medical technology, energy, data communications, and the home. With 80,000 employees, including more than 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 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: 

Middletown, PA, US, 17057

Travel:  10% to 25%
Requisition ID:  51056
Alternative Locations: 


Nearest Major Market: Harrisburg

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