Customer Service Manager

3 days ago

Bengaluru, Karnataka, India TE Connectivity Full time ₹ 15,00,000 - ₹ 20,00,000 per year

ROLE OBJECTIVE

This leading position is in a fast-paced business environment for B2B customer support team & Trade SCM, whereinyou will handle escalated customer care issues either through direct personal action or by escalating to the proper individual/department. You will need to coordinate with resources for the resolution of system-related problems and provide specific feedback to other departments to aid all open issues. And under SCM, product availability has to be assured from different vendors/TE Intraco locations from EMIA & USA. This responsibility includes collaboration between both on-site and virtual resources as necessary. You will also partner on the process improvement projects, developing training material, reports, and lead implementation as necessary.

RESPONSIBILITIES

Customer Service

  • Manage a team of 4-5
  • Advance best-in-class customer relations via Quality, Delivery, innovation, and responsiveness.
  • Develop/Lead customer engagement projects and processes focused on Increasing customer forecast accuracy
  • Review demand forecasts and order priority with production planning & control team; establish supply schedules for raw material based on production schedule in S&OP meetings
  • Resource and capacity planning for workload assessment.
  • Developing behavior analytics which enhance proactive customer engagement focused on minimizing waste and increasing the customer experience
  • Lead lean business process strategy, process transformation, performance improvement management, talent development and mindset.
  • Represent Customer Care during customer visits to build high-level relationships and facilitate mutually beneficial projects.
  • Partner with sales to develop support opportunities which contribute to ECE
  • Maintaining consistent communication with leadership team to manage
  • customer service effectiveness by monitoring performance and assessing metrics.
  • Lead customer chargeback data analysis
  • Proactively identify and prioritize systems & analytic pain points while managing organizational expectations for solutions.

Trade Supply Chain Management

  • Manage a team of 4-5
  • To focus on part availability, on-time delivery to the customer, quality, and Cost Reduction by utilizing resources effectively
  • Driving supply chain and logistics excellence and ensuring the compliance of all statutory requirements in order to achieve Business goals
  • Provide innovative planning and logistics solutions to find and implement efficiencies with cross-functional teams.
  • Drive and assist in the identification and implementation of continuous improvement opportunities and customer satisfaction opportunities to deliver superior service.
  • Build sustainable relationships and trust with vendors and internal customers through open, proactive communication
  • Use of technological tools and internal data to generate reports that detail efficiencies as well as areas needing improvement
  • Coordination with TE Intraco plants for material availability as per customer CRD

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