CUSTOMER SERVICE SPECIALIST II

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:

Job Description
Customer Care Specialist is the single point of contact for the assigned Customer account for operational issues and resolutions. Key responsibilities of this role are included:
Quote and Order Management
•    Interface with Customers for Quote request or Price inquiries and approval
•    Submit quotation request for pricing team approval. 
•    Sales order entry, order confirmation & expediting orders.
•    Order change and backlog price adjustment
•    On-going Backlog Management
•    Shipment release and follow up
•    Report and support past due backlog reduction
•    NPI - follow up with PM/Plant/Finance for part master and cost setup
•    Handle Sample order
•    Process RMA / Goods replacement

Customer Service
•    Handle customer enquiries & complaints. Investigate and work with other departments to resolve customer issues in a timely manner. 
•    Emails/Conference calls / Visits to Customer and TE Plants for critical delivery issues, expedition or projects. 
•    Work out solutions on Customer’s special requirements, such as label, Customs process, packing & etc. 
•    NPS/VOC/Customer Service Survey Improvement Process. Identify and work on corrective actions to recurring issues. 

Customer Supply Chain Management 
•    Initiate Stock Requisition for customer advance order or buffer stock.
•    Work with manufacturing plants or Material Planning on capacity adjustment in order to fulfill Customer’s demands
•    Handle allocation, when necessary, especially when parts have delivery problem
•    Consignment Stock Management/ Customer demand forecast monitoring and accuracy analysis
•    Manage customer forecast/demand and inventory level, work with Supply Chain to fulfill customer demand. 
•    Negotiate with Customer for VMI liability and deadstock compensation.
•    Resolve logistics and custom issues with relevant functions

Customer Credit and Billing Management
•    Billing attainment
•    Follow up queries with Account Receivable
•    Coordinate with Finance and Customer to solve pass due invoices issue
•    Manage customer credit status & escalate for any abnormal status
•    Apply credit release
•    Process Credit note / Debit Note

Competencies requirements:

•    Customer Focus.
•    Good Customer Service skills.
•    Excellent communication skill. Able to interact with internal and external partners.
•    Problem solving skills
•    Team player with positive attitude.
•    Proactive, responsible and takes ownership of issues.
•    Able to work under pressure.
•    Self-motivated, independent and able to work with minimum supervision
•    Sense of urgency, analytical and able to multi-task under fast paced environment.
•    Knowledge on SAP will be added advantage. 
•    Familiar with Microsoft Office. 
 

Competencies