Job Overview

Customer Care Professional (CCP) is a key role focused on building strong customer relationships, ensuring overall satisfaction, and driving continuous improvements in customer experience. As the primary point of contact between TE Connectivity and its customers, the CCP manages a wide range of pre-sales and post-sales activities.
This role is responsible for handling customer inquiries, processing and managing orders, and resolving complex issues efficiently and effectively. The CCP partners closely with cross-functional teams to deliver excellent service, strengthen customer loyalty, and support business performance.
In addition to day-to-day customer engagement, the CCP plays an active role in identifying opportunities to improve processes and enhance the overall customer experience.
This position may involve working with technical data subject to export control regulations and requires compliance with all applicable laws and company policies.

Job Requirements

Customer Engagement and Relationship Management:
•    Serve as the central point of contact for assigned accounts, providing timely responses and fostering proactive communication.
•    Build and maintain strong relationships through regular customer interactions, formal feedback surveys, and tailored meetings.
•    Act as a liaison between customers and internal teams to resolve escalations, propose solutions, and drive process improvements.     
Order and Service Management:
•    Process customer orders, changes, returns, and quotes in SAP
•    Review and ensure compliance with customer terms, quality requirements, and contractual obligations.
•    Oversee scheduling agreements, monitor critical shipments, and expedite orders as required.
Customer Satisfaction and Performance Enhancement:
•    Drive initiatives for Extraordinary Customer Experience (ECE) and satisfaction metrics like CES, FCR, and NPS.
•    Conduct root-cause analysis of issues and implement corrective actions to improve service delivery.
•    Identify opportunities for streamlining processes and execute small improvement projects.     

Technical Support and Problem Resolution:
•    Address technical inquiries using internal resources and provide alternative solutions when necessary.
•    Investigate and resolve customer issues related to delivery, price, and quality.
•    Collaborate with Key Account Managers and other stakeholders to meet on-time delivery and operational goals.     

Cross-Functional Collaboration and Continuous Improvement:
•    Represent the "voice of the customer" to internal teams, facilitating effective communication and alignment.
•    Participate in training sessions, process improvement initiatives, and cross-departmental projects.
•    Mentor and support new team members to enhance team capabilities. 

What your background should look like

Required Qualifications and Skills:
•    Bachelor’s degree preferred or minimum 3 years of experience in a customer service/account management role, preferably in a B2B industrial environment.
•    Proficiency in Microsoft 365 tools (Excel, Word, PowerPoint, etc.) and SAP or other ERP systems.
•    Strong interpersonal, communication, and organizational skills with an emphasis on customer advocacy.
•    Demonstrated ability to manage multiple tasks, meet tight deadlines, and proactive prioritize work to ensure successful outcomes.
•    Excellent analytical skills and process improvement focus, including familiarity with Lean principles.
•    Flexibility to travel 10-25% of the time for customer meetings, audits, and business reviews.

Competencies and Key Attributes
•    Exceptional time management and attention to detail.
•    Strong collaboration and teamwork abilities.
•    Ability to handle high-pressure situations with professionalism and efficiency.
•    Proven problem-solving and negotiation skills.
•    Commitment to delivering extraordinary customer experience through proactive and innovative service delivery.

Competencies