Job Overview

The role of the Customer Service Specialist is to provide prompt and accurate service and product information to meet the customer requirements.   

Job Responsibilities

Customer Service
 

• Manage customer phone and email enquires relating to price, delivery and product selection.
• Respond to customer technical enquiries identifying product solutions to meet different customer applications.
• Manage the assigned key accounts, provide regular order status updates, support logistics with preparing documentation for customs & exports.
• Preparation of customer quotations for products in line with company’s sale and pricing policies
• Processing customer orders into Business ERP system thru to handover to stores or production.
• Review daily the backlog to achieve best performance of the business, supporting the sales manager in preparation of data for reporting and communications, including order entry accuracy, backlog and delivery concerns. Using this review and working with internal and external stakeholders to resolve thru to completion.
• Attend to all general customer queries, accountable for assigned key accounts queries to provide feedback and reschedule deliveries with the customer.
• Provide accurate information in a timely manner to stores and logistics to enable despatch to meet scheduled shipping dates.
• Process goods return advice and requests for credit and get approvals as required, inform customer of outcome.
• Attend regular meetings with internal stakeholders, be prepared to discuss processes and topics relating to CS function, raising any issues affecting the customer service function.
• Be part of or actively drive continuous improvement programmes that are aimed at achieving excellence in customer service.
• At all times act in the best interest of both internal and external stakeholders.
• Ensure adequate notice of absence is provided to allow coverage of the role.

EH&S

• Wellbeing culture and promote awareness by all relevant company and regulatory requirements.
• Fully embrace and communicate H & S objectives of TE Connectivity.
• Demonstrate strong, collaborative and inclusive behaviours
• Effectively role model a positive safety culture.
• Ensure EH&S is factored into all operational plans.

Personal Development

• Responsible for your own professional and personal development to perform to the highest standard, attend courses/ seminars/ conferences that will contribute towards professional development. Complete company assigned training in a timely manner. 

General Duties

• Undertake other duties as required from time to time by the Sales Operations Manager
• Maintain strict confidentiality.
• Supporting other functions from time to time as required, e.g. Stock take or cycle counting
• Remain up to date with current policies and procedures and adhere to these.

Job Requirements

• Secondary education level.
• High proficiency with Microsoft & MRP applications
• Previous sales / customer service experience with strong business acumen
• ERP system experience
• Technical or trade background advantageous
• The ability to adapt to different types of customers
• Ability to organise self and manage multiple tasks.
• Strong relationship builder and communicate effectively with key stakeholders and customers.
• High attention to detail.
• Quality focused and achievement orientated.

Competencies