Supv Ii Customer Service

1 week ago

Bengaluru Karnataka, India TE Connectivity Full time

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.

**Roles & Responsibility**:
Supervisor Customer Solutions Support will be responsible of a team of Associates for supporting all Customer Service-related tasks of the TE Order-to-Cash Process playing a key role in the whole business success. The team will support the whole America Customer Solutions, intercompany business. He/She must get the new tasks for the team and support transition smoothly. This role requires cross functional support by which the team gain process knowledge. Supporting all kind of TEOA initiatives and track daily key KPI’s and ensure 100% quality.

**RESPONSIBILITIES**:

- Managing customer service teams
- Analyze and identify the right trainings based on their expertise and skill set
- Identify the high potential and critical talents and set the career path
- Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
- Interact with internal stake holders on a regular basis
- On-board new employees and ensure they get the trainings
- Set the right KPI’s and developmental goals for the team
- Ensuring a daily Performance Improvement Management with team
- Analyzing monthly VOC and defining appropriate actions
- Evaluating performance and behavior by conducting 1:1 meeting.
- Taking necessary actions if there is any deviation in performance or behavior.
- Conducting root cause analysis for the customer escalation and taking corrective and preventive actions
- Identify and create the back up for supervisor of the respective team
- Driving TEOA according to Star Level Requirements and supporting continuous improvement projects (Kaizen Events, Six Sigma Projects)
- Driving team initiatives to keep motivation and performance on a high level
- Share monthly reports summarizing the assigned team’s performance.

**QUALIFICATIONS EXPERIENCE / KNOWLEDGE**:

- Graduation in any stream
- Minimum 7-9 years of work experience in Customer Service environment - Order management domain. Hands on experience in SAP is preferred
- Knowledge in the Supply Chain Processes
- Expertise in the SAP - SD / MM module
- Minimum 2 years of team managing experience.

**MOTIVATIONAL/CULTURAL FIT**:

- Exceptional Management skills.
- Excellent verbal and written communication skills.
- Extensive knowledge of customer service procedures and principles.
- Organized with attention to detail.
- Strong at Problem Solving and Decision-making skills
- Critical thinking skills
- Ability to coach and mentor customer service representatives.
- Knowledge on quality tools. (Certified GB preferred is added advantage)

**Competencies**:

- Managing and Measuring Work- Building Effective Teams- Motivating Others- Values: Integrity, Accountability, Inclusion, Innovation, Teamwork- SET : Strategy, Execution, Talent (for managers)

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