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.

This position is the single point of contact for the assigned Customer for escalated operational issue and resolution. Key performance responsibilities of this role to achieve the goal of Customer Satisfaction improvements include:

Delivery Management

Forecast monitoring and management

On-going Backlog management

Scorecard coordination with CFT

Metric – STS & STR

Billing Management

Proactive billing management process

Pricing – contract expiration management and quote follow up

Credit Management –work with Customer , Sales and Finance on overdue A/R management and invoice issue management

Metric - Billing

Satisfaction Management

Support the execution of improvement actions based on NPS and CES surveys: identify and drive corrective actions to recurring issues to create sustainable. Create awareness and accountability to other functions based on VOC.

Quality/Complaint awareness: Act as focal point for sharing and communicating quality status.

Communication : Establish and maintain regular performance review meetings with other relevant functions .

Metric - NPS/CES Survey

Customer Relationship & Satisfaction

• Accountable for scorecard performance monitoring within the responsibility of the CFT and communication with Customer to resolve escalated operational issues

• Ensure VOC and CRM monitoring via CES survey as well as regular meetings and communication with the Customer

• Responsible to identify and drive corrective actions and improvement projects/activities with other support functions to increase Customer satisfaction levels based on survey and VOC feedback.

Manage Service Delivery Process / Interfaces & Build Service Culture Execution

• Ensure minimum weekly 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

• Build an environment driven to solve issues related to order fulfillment, pricing, delivery, quality and credit on a permanent basis and work with Customers on improvement projects .

• Responsible to build a culture of ownership and continuous improvement within the virtual team of Customer Care professionals supporting the assigned Customers

Equip, Empower and Engage & Leadership Ability

Provide daily guidance of Customer Care professionals activities and regular scheduled team and individual updates on TE/Customer performance, goal achievement and process updates

Develop and maintain strong understanding of team’s strengths and development needs and have regular conversations regarding progress in both areas

Promote and coach self managed environment and encourage decision making, participation and innovation with the team

Competencies: Customer Focus, Drive for Results , Communication Skills (written & verbal), Problem Solving, Developing Direct Reports and others, organizational Agility, Business Acumen

其他信息
语言要求：英语
行业要求：全部行业