CUSTOMER SERVICE ASSOCIATE

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.

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.

Tasks Summary and Responsibilities

• Collaborate with Sales and CSSC to create and regularly update quotes.
• Monitor incoming orders via EDI, including daily workflow management and resolving blocked IDOCs.
• Coordinate manual order entry with the support of CSSC.
• Review and resolve order blocks daily, implementing improvement actions to prevent recurrence.
• Resolve incomplete orders and take action to avoid future issues.
• Update customer profiles and master data, including cross-references.
• Collaborate with other departments like Finance and Sales to follow up on open disputes or invoices, including creating credits with CSSC support to ensure optimal accounts receivable results.
• Manage return creation with CSSC support and follow up on aged open returns.
• Work on backlog reports daily to ensure timely escalations, provide early warnings to customers, and achieve optimal STR performance.
• Escalate issues promptly to planning and Customer Service Management to avoid high-cost premium freight and line stoppages.
• Review STR performance for both CSR and customers, implementing improvement actions as needed.
• Analyze billing and booking reports to understand customer behavior and performance, reporting findings to Customer Service Management.
• Participate in daily GO-Meetings, raising any issues or improvement ideas.
• Utilize TEOA tools to maintain high-quality standards.
• Review and resolve consignment workflows daily.
• Use E-commerce or Startec for accessing drawings and providing minimal technical support.
• Review past backlog forecasts, addressing and improving actions to prevent recurrence.
• Follow up regularly on drop shipment orders.
• Actively participate in weekly team and TEOA meetings.
• Conduct regular meetings with Sales and Marketing for information exchange and to initiate improvement actions.
• Review customer satisfaction results monthly with Management and TEOA practitioners, implementing actions to deliver an exceptional customer experience.
• Work on customer service KPIs.
• Communicate internally with departments such as Sales, Finance, Pricing, Warehouse, Planning, and Customer Supply Chain.
• Communicate externally with customers, carriers, and warehouses.
• Address and follow up on LTSD needs with CSSC support.

What your background should look like :

Professional Experience (years in what processes and function) :

Commercial education

Special Qualifications, Knowledge and Skills :

• PC knowledges in SAP, MS Office, Lotus Notes
• Good skills in english language are required, further languages desirable
• Very good customer and service orientation required

Competencies

Values : Integrity, Accountability, Inclusion, Innovation, Teamwork