CUSTOMER SERVICE ASSOCIATE IV
Job Description
At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.<p><br></p><strong><u>Job Overview</u></strong><p><br></p>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 TEβs 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.<p><br></p><strong><u>What Your Background Should Look Like</u></strong><p><br></p>Creation and regular follow up of quotes in collaboration with Sales & CSSC<p><br></p>Monitoring of Order income via EDI including daily workflow control and resolution of blocked IDOCS<p><br></p>Coordination of Manual Order entry with support of CSSC<p><br></p>Daily review and resolution of blocks including improvement actions to avoid re-occurrence<p><br></p>Daily review and resolution of incomplete orders including improvement actions to avoid re-occurrence<p><br></p>Updating of Customer Profiles & Customer Master including x-references<p><br></p>Follow up on open disputes/invoices with other departments like finance & Sales including credit creation with support of CSSC to ensure best possible A/R results<p><br></p>Creation of returns with support of CSSC and follow up on aged open returns<p><br></p>Daily working on backlog report to ensure timely escalations, early warning to Customers and best possible STR performance<p><br></p>Timely escalations towards planning and Customer Service Management to avoid high cost premium freight and line stoppages<p><br></p>Review of STR Performance by CSR & Customer including improvement actions<p><br></p>Review of billings/bookings reports to ensure best possible understanding of Customers and performances including report back to CS Management<p><br></p>Participation in daily GO-Meetings and highlighting of issues and improvement ideas<p><br></p>Usage of TEOA Tools to ensure high quality standards<p><br></p>Daily review of consignment workflows and resolution<p><br></p>Usage of E-commerce/Startec for drawings and minimum of technical support<p><br></p>Review of Forecast in the past Backlog including resolution and improvement actions to avoid re-occurrence<p><br></p>Regular follow up of drop shipment orders<p><br></p>Active participation in weekly team and TEOA meetings<p><br></p>Regular Meetings with Sales & Marketing for information exchange and initiation of improvement actions<p><br></p>Monthly review of Customer Satisfaction results with Management and TEOA practitioner including improvement actions to deliver best in class Customer Experience<p><br></p>Working on Customer Service KPIΒ΄s<p><br></p>Internal communication with various departments like Sales, Finance, Pricing, WH, Planning & Customer Supply Chain<p><br></p>External communication with Customers, Carriers & WH<p><br></p>Addressing the need and consequent follow up for LTSD with support of CSSC<p><br></p>ο Commercial education<p><br></p><strong><strong>Competencies</strong></strong><p><br></p>Values: Integrity, Accountability, Teamwork, Innovation
