Customer Service Associate Iv
3 days ago
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.
**What your background should look like**:
**RESPONSIBILITIES**
- **Delivery Management** - On-going Backlog management and forecast monitoring Metric - STS & STR
- **Billing Management** - Quote/Price follow up and proactive billing management process Metric - Billing
- **Satisfaction Management**
- Support the execution of improvement actions based on Net Promoter Score (NPS) and transactional surveys. Metric - NPS/Transactional Survey
- **Extraordinary Customer Experience (ECE) and Customer touch point**
- On-going efforts to drive ECE by interacting professionally for your internal and external customers. KPI’s are STR, CES, FCR, and efficiency.
- **Customer Relationship & Satisfaction**
- Central point of contact for Customer on all daily inquiries and provides timely follow up and resolution of issues and inquiries
- Proactive communication to the Customer on pending changes to MOQ’s, Lead Time, Price Agreement expiry and visits as required
**Competencies**:
- Values: Integrity, Accountability, Teamwork, Innovation
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