Customer Service Associate Iv

4 days ago

Bengaluru, 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.

**What your background should look like**:
ROLE OBJECTIVE

This position is the central point of contact for all daily operational requirements from inquiry and pre orders needs through all post order activities.

RESPONSIBILITIES List the responsibilities in the order of its priority - preferbaly not more than 7-8 points
- 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 Customer on pending changes to MOQ’s, Lead Time, Price Agreement expiry and visits as required
- Manage Service Delivery Process / Execution
- Ensure daily review of order backlog, open order reports and forecast reports and work with team to provide early warning of late deliveries to the Customer and team
- Review quote/Price and order requirements, create scheduling agreements, clear blocks, workflows daily, monitor critical shipments
- Weekly quote follows up, credit status monitoring and awareness of status on open quality issues- Manage Interfaces & Build Service Culture
- Act as voice of the Customer for internal support departments
- Participate in development training and process improvement projects to expand and challenge learning new ideas and processes
- Take ownership for actions and follow through on tasks until resolved
- EDUCATION/KNOWLEDGE
- Any Graduate
- Ability to produce best result in pressure situation.
- Ability to work in team as well as in individual contributor.
- Ability to extend support during weekdays/weekends as and when needed.
- Determination, dedication and Straight forwardness

CRITICAL EXPERIENCE
- Minimum 4 to 9 years of experience in SAP, Order, forecasting, Delivery management, SFDC-case management RFQ till closure.
- Excellent Communication skills with a capacity to present, discuss and explain issues coherently and logically both in writing and verbally.
- COMPETENCIES- Customer Focus
- Organizational Agility
- Communication Skill
- Problem Solving
- Drive for Results
- Action Oriented
- Detail Oriented and Business Acumen

MOTIVATIONAL/CULTURAL FIT
- Innovation demeanor Problem solving
- Passion for technology
- Talent development
- Results driven

**Competencies**:

- Values: Integrity, Accountability, Teamwork, Innovation

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