CUSTOMER SERVICE ASSOCIATE IV
Job Overview
TE Connectivity's Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales and post-sales service functions. They take and process transactions via phone, internet, and correspondence from customers 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.
Job Requirements
This position is the central point of contact for various accounts regarding all daily operational requirements from inquiry and pre-orders needs through all post-order activities. Key performance responsibilities of this role to achieve the goal of Customer Satisfaction improvements include:
On-going efforts to drive ECE by interacting professionally for your internal and external customers. KPI’s are STR, CES, FCR, and efficiency.
Support the execution of improvement actions based on Net Promoter Score (NPS) and transactional surveys. Metric - NPS/Transactional Survey
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 escalations for your customers.
Review quote and order requirements, create scheduling agreements, clear blocks, workflows daily, monitor critical shipments
What your background should look like
• All candidates are required to be fluent in English.
• Flexibility to work in US shift hours (6 pm to 3:30 am)
• Education Experience: Any Graduation/Post Graduation
• Employment Experience: 6+ years
• SAP experience preferred (SD module)
• Should be from Product based company (Manufacturing Industry)
• Should have complete knowledge on Quote To Cash process.