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:

Delivery Management 
Forecast monitoring and management
On-going Backlog management 
Scorecard coordination with CFT 
Metric – STS & STR 
Billing Management 
Proactive billing management process
Pricing – contract expiration management and quote follow up
Credit Management –work with Customer , Sales and Finance on overdue A/R management and invoice issue management
Metric - Billing
Satisfaction Management 
Support the execution of improvement actions based on NPS and CES surveys: identify and drive corrective actions to recurring issues to create sustainable. Create awareness and accountability to other functions based on VOC.
Quality/Complaint awareness: Act as focal point for sharing and communicating quality status.
Communication : Establish and maintain regular performance review meetings with other relevant functions .
Metric - NPS/CES Survey
Customer Relationship & Satisfaction
Accountable for scorecard performance monitoring within the responsibility of the CFT and communication with Customer to resolve escalated operational issues
Ensure VOC and CRM monitoring via CES survey as well as regular meetings and communication with the Customer 
Responsible to identify and drive corrective actions and improvement projects/activities with other support functions to increase Customer satisfaction levels based on survey and VOC feedback.
Manage Service Delivery Process / Interfaces & Build Service Culture Execution
Ensure minimum weekly review of order backlog . open order reports and forecast reports and work with team to provide early warning of late deliveries to the Customer and team
Build an environment driven to solve issues related to order fulfillment, pricing, delivery, quality and credit on a permanent basis and work with Customers on improvement projects .
Responsible to build a culture of ownership and continuous improvement within the virtual team of Customer Care professionals supporting the assigned Customers
Equip, Empower and Engage & Leadership Ability
Provide daily guidance of Customer Care professionals activities and regular scheduled team and individual updates on TE/Customer performance, goal achievement and process updates
Develop and maintain strong understanding of team’s strengths and development needs and have regular conversations regarding progress in both areas
Promote and coach self managed environment and encourage decision making, participation and innovation with the team

Competencies