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:

1.    People Management - Accomplishes department objectives by managing staff; planning and evaluating day to day activities & workload communicating job expectations, monitoring, and appraising business results. Coaches, counsels, and disciplines employees.
2.    Order Management - Will handle issues in import, exports and local customer’s, Sales order and planning process, i.e, from order entry, daily schedule review, shipment processing, invoicing & logistics coordination.
3.    Commercial Management: maintaining correct price lists in SAP & quotations back up of all accounts, Receivables Management& DSO
4.    Sales Management: forecast gathering assistance, analysis & mapping customer wise part wise performance.
5.    Project management: Conduct & Participate effectively in quality improvement projects and promote co-operative effort between all departments and internal customers.
6.    Customer visits: Representing TE at leading harness makers to give necessary support where required including forecast fluctuation, shortage / expedition order support, returns, credit/debit & Account Receivable  
7.    Management Reports: will prepare all KPI reports for the department, pertaining customer presentation & year end performance of the team.
8.    Stake holder management: To coordinate with global and local functions & Support the regional Sales and CS managers in activities to ensure an enhanced customer experience. This includes but is not limited to projects and tasks to enhance the order management & fulfillment process, end to end alignment within cross functions to impart better customer service to stake holders
9.    Situation handling: Evaluates situations that impact operations and decide level of support and response required.
10.    KPI’s Key performance indicators: Outbound Freight, Inventory, Pricing discrepancy, Customer satisfaction, Forecast accuracy, On time delivery , Lates & process optimization projects 

EDUCATION/KNOWLEDGE

•    Any Graduate degree 
CRITICAL EXPERIENCE

•    10-12 years of experience 
•    Working experience in SAP & MS office 
•    Experience of supervision, project handling & performance management
•    Extensive transactional working experience in manufacturing industry under CS / Supply chain.
•    Experience of effective collaboration in multiple regional teams set up & stake holder management 
•    Previous experience from automotive / service industry preferred.
 

Competencies