CUSTOMER SERVICE SPECIALIST I

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.

What your background should look like:

Responsibilities:
1. Delivery Management
   i. Forecast monitoring and management
   ii. On-going Backlog management
   iii. Scorecard coordination within the Sales and Functional customer Team members
2. Billing Generation
   i. Proactive Billing Management process
   ii. Pricing - Contract expiration management and quote follow up
   iii. Credit Management - Work with Customer, sales and A/R on overdue payment and invoice issue management
3. Satisfaction Management
   i. NPS/ Customer Service Transactional Survey Improvement Process: Identify and drive corrective actions to recurring issues to create sustainable improvement. Create awareness and accountability to other functions based on VOC
   ii. Quality/ Complaint Awareness: Act as focal point for sharing and communicating quality status
   iii. Communication: Establish and maintain regular performance review meetings with sales team and other relevant functions
   iv. Coordinate major satisfaction activities with the Customer Care professionals assigned to the same Customers in the same region and outside the region

Qualifications:
1. Bachelor’s Degree in related field with 3+ years experience
2. Demonstrated, excellent communicator (verbal, written, spoken) with exceptional listening skills
3. Demonstrated ability to take ownership of, and maintain progress on, multiple tasks
4. Demonstrated adaptability to changing priorities, strategies and business conditions
5. Demonstrated ability to thrive in a self managed environment that encourages decision making while influencing participation and innovation within the team
6. Advanced knowledge of Microsoft Office Suite
7. Working knowledge of SAP preferred

Competencies