Supv Iii Customer Service

hace 7 meses

Tlalnepantla, México TE Connectivity A tiempo completo

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, or its equivalent, in related field such as business administration, international commerce.
- Customer Care management experience: 5 years’ experience
- Excellent communication skills (clear, concise oral and written presentations) and interpersonal skills.
- Effective negotiation and influencing skills, capable of being unbiased and fair in achieving compromise solutions and consensus positions.
- Fluent in English and German
- Project management and problem-solving skills.
- Quick learner, capable of adapting to new systems and developing and continuously improving processes.
- Flexibility to work in an international environment, and willing to travel abroad periodically (short time periods).

**Responsibilities**:
- Implement various new Tools to improve processes and align to the TE policy and structure
- Follow Customers accounts and help your collaborators on issues they may face
- Manage a team in the spirit of ECE (Extraordinary Customer Experience)
- Organize, train and work with your team to answer customer requests within 24 h
- Be a leader and drive our METRIC to reach goals and 100% On Time Delivery
- You will be involved in different projects

You will therefore be in charge to:
- Execute successful implementation of SAP (follow up on customer master data, send information letters to customers, testing during 3 sessions and finishing the scripts, participate to trainings for new processes in SAP, cooperate with other departments to adopt new SAP workflows & ensure mínimal disruption before and after go live.
- Fix goals, follow-up and evaluate your team members
- Be responsible in front of the customer to reach our targets (response time, order accuracy )
- Drive continuous improvement within your Customer Care department, propose ideas, organize teamwork with your collaborators to improve efficiency, daily work, and at the end better support your customers’ needs.
- Report regularly on KPI to EMEA Customer Care Manager, analyze results and propose improvement plan
- Follow and monitor backlog from order entry to delivery
- Follow and solve intercompany issues
- Organize the good handling of quotes, Part return, Samples shipments
- Follow customer payment accuracy to help finance team (aging balance)

Travel Required: Less than 10%

Location: Tlalnepantla or REMOTE

**Competencies**:

- Building Effective Teams- Motivating Others- Managing and Measuring Work- Values: Integrity, Accountability, Inclusion, Innovation, Teamwork- SET : Strategy, Execution, Talent (for managers)

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