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.

As part of the Customer Service Team within North America, the Customer Service Specialist is tasked with managing customer accounts cross functionally to ensure we are driving the Extraordinary Customer Experience. This role will serve as the primary point of contact for the customer and all internal points of contact within TE. Additionally, the Customer Service Specialist will help facilitate issue resolution between the TE production plants and our external customers to improve on-time delivery. During the 90-day training period you will be required to be onsite 4 days per week (M-Th). When training is complete this will be a hybrid position requiring 2 days onsite at our Middletown facility and 3 days working remote.

Position Responsibilities:

General Customer Service

• Process customer orders/changes according to established department policies and procedures.
• Provide timely and accurate information to incoming customer order status and product knowledge requests.
• Process customer returns according to established department policies and procedures.
• Understands business processes and makes proactive decisions, effectively solving customer issues, and improving customer satisfaction.
• Process customer quote requests as needed. This requires a thorough understanding of the TE quoting process and all associated programs.
• Thorough review of all key customer documents including terms and conditions, customer requirements and knowledge for escalation if additional review is needed.
• Generate/manage backlog orders, open order reports, forecast reports and communicate late deliveries to the customer and internal teams as required.
• Experience managing schedule agreements and customer forecasts.

Customer Account Management

• Work collectively with all aspects of the Supply Chain to ensure the customer’s delivery needs are achieved.
• Build and maintain strong business relationships with customers to drive an Extraordinary Customer Experience.
• Focused effort on strengthening customer relationships by acting as a liaison between customer and any internal points of contact.
• Initiate and facilitate meetings with customers and internal points of contact to proactively identify issues and/or drive process improvements for said customer.
• Independently, or as a team member, investigate and resolve customer issues (e.g., delivery, price, quality).
• Identifies and drives corrective actions and improvement projects that will raise customer satisfaction levels.
• Work with assigned Key Account Manager to execute customer initiatives and achieve on-time delivery goals.

Leadership

• Ability to lead, train and manage other members of the Customer Service team and standard work instruction as required.
• Proven ability to manage multiple projects and meet deadlines.

What your background should look like:

Position Qualifications:

• Prior working knowledge of SAP
• 5 years+ of customer facing customer service experience
• Experience working in a manufacturing operations plant preferred, material planning knowledge a plus
• Proficient using Microsoft 365 programs
• Strong analytical skills
• Ability to work independently with little to no supervision
• Strong interpersonal skills and capacity to work with all levels within the Supply Chain
• Bachelor’s degree strongly preferred and/or minimum 5 years’ experience in an account management role

This position requires access to information which is subject to stringent controls under the International Traffic in Arms Regulations (ITAR) or Export Administration Regulations (EAR). Applicants must be a U.S. citizen or national, U.S. lawful permanent resident, person granted asylee status in the U.S., or person admitted into the U.S. as a refugee.

Job Competencies:

• Customer Focus
• Time management
• Attention to detail
• Strong organizational skills
• Excellent interpersonal and written/verbal communication skills
• Strong customer orientation
• Team player/able to work well with others
• Ability to work self-sufficiently on assigned tasks with no supervision
• Strong analytical skills
• Process improvement focused
• Understanding of Lean concepts and Six Sigma tools
• Some project management skills in execution of business process projects

Competencies