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Supervisor Customer Service (f/m/d)

 

Company Information

TE Connectivity Ltd., is a $14 billion global technology and manufacturing leader creating a safer, sustainable, productive, and connected future. For more than 75 years, our connectivity and sensor solutions, proven in the harshest environments, have enabled advancements in transportation, industrial applications, medical technology, energy, data communications, and the home. With 80,000 employees, including more than 8,000 engineers, working alongside customers in nearly 140 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com and on LinkedInFacebookWeChat and Twitter.

As one of the largest business units of TE Connectivity, TE Industrial is a leading global solutions provider with a broad portfolio of components and system solutions for clients in various industries. The growing demand for personalized products, a never-ending stream of new market requirements, the need for consistently high product quality, and an increasing interconnectedness make the use of highly advanced production systems a must. TE’s Industrial solutions provide the basis for this flexible production — by helping our customers to become more connected, addressing Smart Factory needs, connect and transmit vast amounts of data quickly, enable connectivity in harsh environments, increase productivity, meet localized manufacturing needs, and realize energy efficiency requirements. Industrial’s primary goals include enabling smarter automation, enabling smarter rail transportation, and empowering intelligent buildings.

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.

Responsibilities & Qualifications

 

Key tasks & responsibilities:

 

  • With a strong customer focused mindset: Drive customer satisfaction by improving and following up (Scorecard, NPS, FCR, CES, etc.)
  • Develop together with the sales organization a service strategy and execution plan
  • Planning, organizing and execution; workforce management, skills management, backup structure, priority   setting, effective use of tools and embed in team
  • Escalation management, focal point for the team, internal groups and the customer
  • Develop best in class processes and share best practices in the CC organization (coaching).
  • Build and maintain strong relationships with internal & external customers
  • People management – own yearly cycle and actions on performance and evaluation process management. Be an inclusive leader by driving engagement actions creating a high performing team.
  • Identify and develop talent.
  • Business understanding

 

Experience and knowledge:

 

  • Master’s degree or equivalent level of practical experience
  • 5 to 8 years professional experience in a customer facing role ideally within a global environment.
  • English and Dutch language skills a must, other languages an advantage
  • Experience in working with SAP, MS Office packages Word, Outlook, Excel, and salesforce.com

 

Skills and abilities:

 

  • Ability to develop a vision, improvement strategy and execute on priorities
  • Excellent relationship and communication skills and building effective teams
  • Ability to work in an operational environment with clear deadlines and challenging targets with a high level of flexibility
  • Strong customer passion with the drive for results and continuous improvement
  • Dynamic and high energy, able to multi-task and perform under pressure
  • Team player who demonstrates strong people management skills
  • Culturally sensitive and demonstrates behaviors and values at or above TE standards

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Competencies

  • Building Effective Teams
  • Motivating Others
  • Managing and Measuring Work
  • Values: Integrity, Accountability,Teamwork, Innovation
  • SET : Strategy, Execution, Talent (for managers)

Location: 

s'Hertogenbosch, NB, NL, 5222

Alternative Locations: 
Travel:  10% to 25%
Requisition ID:  45734


Job Segment: Manager, ERP, Developer, SAP, Customer Service, Management, Technology

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