Manager Customer Service

4 days ago

Bengaluru, Karnataka, India TE Connectivity Full time US$ 1,50,000 - US$ 2,00,000 per year

Role Objective:

This is a leadership role in a fast-paced B2B environment. Youll lead teams in Customer Service and Trade Supply Chain, handle escalations, ensure product availability from global locations (Europe, Middle East, Africa, USA), and work on process improvements. You'll need to collaborate across on-site and virtual teams, develop reports, training materials, and lead process change initiatives.

Key Responsibilities

A. Customer Service (CS)

  • Team Leadership: Manage a CS team of 4–5 members.
  • Customer Relationship Excellence: Ensure high-quality service, timely delivery, responsiveness, and innovation.
  • Customer Forecast Accuracy: Lead projects to improve customer demand forecasting.
  • Supply & Production Coordination: Work with production planning to align raw material supply with demand (via S&OP meetings).
  • Data-Driven Customer Engagement: Use analytics to proactively engage customers and reduce waste.
  • Customer Visits: Represent CS during visits to build strong client relationships.

B. Trade Supply Chain Management (SCM)

  • Team Leadership: Manage an SCM team of 4–5 members.
  • Product Availability & Delivery: Ensure parts are available and delivered on time, maintaining quality and reducing costs.
  • Compliance: Ensure all statutory requirements are met in supply chain operations.
  • Planning & Logistics Solutions: Develop innovative, cross-functional solutions to improve efficiency.
  • Continuous Improvement: Identify and implement ways to improve processes and customer satisfaction.
  • Global Coordination: Work with TE's international plants for timely material availability.

3. Education & Knowledge Requirements

  • Bachelor's degree preferred (MBA is a plus).
  • Deep expertise in Order Management, Supply Chain, and Demand Management.
  • 15+ years in customer experience management (manufacturing sector preferred).
  • SAP expertise (10+ years) — must have strong transactional experience.
  • Understanding of CRM systems.
  • Aerospace & defense sector experience is an advantage.

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