Customer Service Specialist Ii
hace 3 semanas
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**:
**Requirements**:
- Bachelor’s Degree*
- Knowledge of the automotive industry is preferable and/or similar position
- Strong Analytical Skills
- Knowledge in management and functions of customer portals
- Optimal management of interpersonal relationships
- Ability to work under pressure
- Computer systems (SAP and Microsoft Office)
- Advanced English Level (Spoken and written)
- Decision Making and Negotiation Skills
- Effective communication (Verbal and written)
- Problem Solving
- Sense of urgency and time management
- Able to provide solutions to medium/high complexity
- Meet results according to specific Customer Care goals
- Able to work with general supervision
- Teamwork and ability to train others
**Responsibilities and authority**:
- Main point of contact between customer and TE
- Responds to customer inquiries in timely manner (RMA, status, delivery, etc.), resolves production scheduling and shipping or invoicing problems, supports liability determination, with the support of cross functional teams.
- Demonstrate proactiveness and TE values (Accountability, Teamwork, Innovation and Integrity) following Standard Work and Company´s objectives to assure Extraordinary Customer Experience.
- Assist in relevant management roles, to demonstrate leadership as it applies to their responsibilities in Integrated Supply Chain.
- Interact with Company´s customers and / or representatives of the pre-sale or post-sale service function.
- Ensure the follow-up of on time shipments for customers and leading Customer Expedite requests.
- Follow the escalation process established for critical issues.
- Execute and monitor full Order Bank process.
- Review and track past dues.
- Follow up actions to achieve Key Performance Indicators
- Review, follow up and control of the customers portals (daily including weekends).
- Channels customers complaints, requests and claims.
- Investigates and solves customers complaints.
- Follow up and ensures shipments on requested dates.
- Process manual ASN´s through J-Com portal for expedited shipments.
- Process expedites shipments through XPO portal
- Download PO´s from customer portals and process in SAP.
- Attend critical meeting with customer and update meeting files.
- Ensures ASN´s are triggered correctly by DC´s to avoid scorecard penalizations.
- Works with Engineering and launching team for new products for customers.
- Works with Finance to go over A/R and aligns information for disputes or writeoffs.
- Works with Sales and Finance to go over freight chargebacks for disputes or writeoffs.
Travel: Less than 10%
Location: Hermosillo
**Competencies**:
- Values: Integrity, Accountability, Teamwork, Innovation
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