Customer Service Supervisor (Remote)

Job Overview

The Aerospace, Defence and Marine Business unit is seeking a Customer Success Supervisor for our Customer Success team, responsible for customers in Southeast Asia, Australia and New Zealand. 

The Supervisor is responsible for the day-to-day management of the Customer Success team and its activities. This includes, but is not limited to, managing resources, performance management, coaching and career development. In addition, the Customer Success Supervisor will focus on process improvements within the team and identifying/implementing change to support the business strategy and growth of the Aerospace, Defence and Marine business.

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

TE Connectivity's Customer Success 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.

Our teams are responsible for providing quotations, placing customer orders on our global manufacturing locations and following up schedules, customer priorities and escalations with the manufacturing source planners and resolving customer complaints. 

A key area of focus is to develop strong business relationships via TE's Extraordinary Customer Experience strategy
 

Job Responsibilities

• Leading a team of Customer Success specialists, focusing on performance management, coaching and career development.
• Monitor and evaluate team performance against yearly goals, objectives and KPI targets.
• Participating in developing strategies and identifying process improvements to raise customer satisfaction.
• Day to day Customer Success responsibility for key regional customers.
• Ownership of critical customer issues and providing team support to resolve complicated issues.
• Manage all critical customer escalations in the region and facilitating solutions, with the support of the account managers.
• Build and foster strong business relationships with internal and external customers to drive an extraordinary customer experience.
• Collaborate with other functions such as sales, product management and operations to meet customer requirements and deliverables.
• Recruit and onboard new hires.

Job Requirements

• 5+ years of experience in a customer service/account management role.
• Proven experience in a customer service role with more than 3 years’ experience in a supervisory or managerial capacity.
• Strong leadership and managerial skills with the ability to motivate and influence.
• Excellent English written and verbal communication skills.
• Great people skills along with a positive and professional attitude.
• Ability to communicate with all levels in the organization (entry-level to executive).
• Detail oriented, analytical person with a continuous improvement mindset.
• Experience working in a manufacturing industry and a general understanding of Supply Chain Management.
• Proficiency in SAP and customer relationship management (CRM) systems.
• Excellent computer skills with proficiency in Microsoft 365 (Outlook, Excel, Word, PowerPoint, etc.)

Preferred Qualifications:

• Exceptional customer service skills with a customer centric mindset.
• Problem solving and decision-making abilities, with the capacity to manage escalated customer issues.
• Excellent organizational and time management skills with the ability to prioritize tasks and meet deadlines.
• Flexibility and adaptability to changing customer/business needs and priorities.
• Ability to work well under pressure and oversee stressful situations in a professional manner.
• Experience with highly demanding industries such as Electronic Manufacturing Services customers 

Competencies