SUPERVISOR CUSTOMER SERVICE

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.

Your responsibilities:

•  Supervising the Customer Service team, managing, coordinating and supporting the team
•  Performing regular 121 sessions with team members
•  Creation and regular follow up of quotes in collaboration with Sales & CSSC
•  Monitoring of Order income via EDI including daily workflow control and resolution of blocked IDOCS
•  Coordination of Manual / FIS Order entry with support of CSSC (Support Center India)
•  Daily review and resolution of blocks including improvement actions to avoid re-occurrence
•  Daily review and resolution of incomplete orders including improvement actions to avoid re-occurrence
•  Control and update of Customer Profiles & Customer Master including x-references
•  Control of open disputes/invoices with other departments like finance & Sales including credit creation with support of CSSC to ensure best possible A/R results
•  Follow up on aged open returns of the team
•  Daily working on backlog report to ensure timely escalations, early warning to Customers and best possible STR performance
•  Control of daily working on backlog report and escalation management, to keep STR performance high and to minimize the risk on high costs shipments and line stoppages
•  Review of STR Performance by CSR & Customer including improvement actions
•  Review of billings/bookings reports to ensure best possible understanding of Customers and performances including report back to CS Management
•  Lead the daily PIM-Meetings and highlighting of issues and improvement ideas
•  Approval of Premium Freights, Credits, Debits & RMA’s per Policy
•  Usage of TEOA Tools to ensure high quality standards
•  Review of Forecast in the past Backlog including resolution and improvement actions to avoid re-occurrence
•  Active participation in weekly team and TEOA meetings
•  Regular Meetings with Sales & Marketing for information exchange and initiation of improvement actions
•  Monthly review of Customer Satisfaction results with Management and TEOA practitioner including improvement actions to deliver best in class Customer Experience
•  Working on Customer Service KPI´s and regular follow up with the team members

What your background should look like:

•  Bachelor’s degree, preferably commercial
•  Commercial education
•  Experience in Customer Service of min. 5 years
•  Leadership Experience desirable
•  Experience in project management is an advantage
•  PC knowledges in SAP, MS Office
•  Good English, additional languages are an advantage
•  Very good customer and service orientation required
 

What we offer:

• Young and friendly team, and supportive manager
• Competitive salary
• Trainings and opportunities for further career growth
• Hybrid working model: 3 days in the office and 2 days at Home Office per week
• Medicover - Family Package
• Fruit in the office - fresh delivery every Monday
• Annual bonus
• and many others!

Competencies