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.
As Customer Care Professional you are the central point of contact for customers in ICT Business Unit and will take care of all daily operational requirements from inquiry and pre-orders needs, through all post order activities.
The position requires significant day to day contact with customers as well as with TE employees in the sales, materials management, quality, product management, manufacturing and finance functions.
Key performance responsibilities of this role are set to achieve Extraordinary Customer Experience (ECE).
The main responsibilities are related to :
ECE and Customer touch point Management
On-going efforts to drive ECE by interacting professionally towards your internal and external customers
KPI’s are related to Customer Satisfaction (VOC, STR) and Continuous improvement (TEOA)
Support the execution of improvement actions based on customer feedback and transactional surveys. Metric - Transactional Survey
Customer Relationship & Satisfaction
Central point of contact for Customer on all daily inquiries and provides timely follow up and resolution of issues and inquiries
Proactive communication to Customer and liaise with parties to come up with solutions for open and upcoming matters. Customer visits might be required.
Seek regular informal and formal feedback via transactional surveys or via phone and e-mail during daily communications
Manage Delivery Process / Execution
Act on escalations, focus on Backlog and forecast reports. Work with team to provide early warning of late deliveries to the Customer and team
Review quote and order requirements, manage scheduling agreements, clear blocks, workflows daily, monitor critical shipments
Liaise with the Planning department on delivery times and dates, changed customer demands and forecasts
Handle product returns and quality complaints
Manage Interfaces & Build Service Culture
Act as voice of the Customer for internal support departments
Participate in development training and process improvement projects to expand and challenge learning new ideas and processes
Take ownership for actions and follow through on tasks until resolved
What your background should look like :
Responsibilities & Qualifications :
Bachelor’s degree, preferably commercial
English & German language skills (oral and written) a must
Effective listening and communication skills
Time management, prioritization and organizational skills that provide the individual the ability to maintain progress on multiple tasks
Adaptability to respond to changing priorities and business conditions
Ability to function as a member of a small team and independently
Familiar with MS Excel, word and other applications. Experience with SAP is a mandatory.
Customer focused, drive for results, problem solving and business acumen.
Values : Integrity, Accountability,Teamwork, Innovation