Job Overview

This role is a frontline service position providing assistance to TE’s internal and external customers. Overall expectations is to provide outstanding service and strive to resolve customer’s requests in a timely manner. Performance expectations are to meet or exceed Operations and Quality standards.

Ensures effective delivery of service in the support of internal and external customers through regular interaction with customers and other functional areas via telephone, email, chat or through other social media platforms to resolve product/services issues fairly, effectively and in accordance with the consumer laws.

Develop and manage customer intimacy to named accounts to deliver extraordinary customer experiences

Job Requirements

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  • Ensures all responses follow approved company guidelines
  • Duties and tasks are more complex and less routine
  • May creatively adapt procedures, techniques, and/or equipment to meet job requirements
  • Handling customer concerns by providing appropriate solutions and alternatives, and then following up to ensure resolution
  • Resolve, prioritize and research customer issues in a timely and accurate fashion.
  • Work in partnership with our customers and Account Managers to plan activity and grow and develop the accounts
  • Understand customer needs and requirements by identifying and seeking out new opportunities to improve the service level and relationship
  • Understanding the customers' business and competition
  • Proactively identifying and eliminating potential issues that may negatively affect the customer.
  • Optimize communications and relationships between Customer Service Advisory Services Support and various other departments and parties involved 
  • Liaise and coordinate with Account Managers and internal staff proactively in relation to the day to day running of the account(s)
  • CCP ensures that all customer queries, (internal and external) on product quality, availability, and substitutions, inventory and order status, pricing, billing, invoices and traffic carrier concerns are resolved satisfactorily
  • Analyze and lead improvement to Customer’s specific KPI’s
  • Align with support team of specialists to ensure tasks are achieved with quick turnaround
  • Representing and advocating internally for the voice of customer
  • Answering incoming calls regarding service questions, product problems, billing issues, and general client concern
  • Keeping detailed and adequate records of customer interactions, transactions, comments, and complaints
  • Performs contract review of all orders for customer requirements to ensure that the Associate Representative (i.e., Order Administration) is processing orders per negotiated requirements including importing and exporting requirements
  • Support process improvement to standardized operational procedures (SOP)
  • Works under limited or minimal supervision, referring only very complex issues to higher levels
  • May provide training and guidance to others
  • Process purchase orders and complete the follow-up process, meaning ensuring that orders are delivered on time and in the correct manner.
  • Process quotations following the standard procedure, meaning responding to the customer within 48 hours with the price and the corresponding document.
  • Process RMAs for customers in a timely and proper manner, and also ensure and follow up until the parts are returned to the customer, or if applicable, that the corresponding credit is issued.
  • Review the customer's backlog at least twice a week to verify that there are no changes in the order dates and to be able to anticipate any changes.
  • Be the customer's first point of contact and assist with their requests, even if they pertain to another business unit or department

What your background should look like

• Relevant work experience (3+ years)
• SAP or Salesforce system knowledge is required
• Proficiency with MS Office applications
• Ability to work in a fast pace ever-changing environment
• Analytical skills and problem-solving capabilities
• Advanced English (specifically in speaking and reading comprehension)
• Ability to retain a lot of information

Competencies