CUSTOMER SERVICE SPECIALIST II [China]

 

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At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.

Job Overview

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:

Job Overview
Order Management
. Daily order entry, arrange shipment, and adjust orders (pull in/push out/cancel, etc)
. Order Acknowledgement 48 Hrs. - 93% with a stretch goal of 95% of Orders confirmed within the timeframe
. Quote Turnaround 48 Hrs. 80% with a stretch goal of 90% of quotes actioned within the timeframe
. On-going Backlog management
. Scorecard coordination within the Sales and Functional customer Team members

Billing Generation
. Proactive Billing Management process
. Pricing - Contract expiration management and quote follow up.
. Credit Management - Work with Customer, sales and A/R on overdue payment and invoice issue management.

Satisfaction Management
. NPS/Customer Service Transactional Survey Improvement Process: Identify and drive corrective actions to recurring issues to create sustainable improvement. 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 sales team and other relevant functions
. Coordinate major satisfaction activities with the Customer Care professionals assigned to the same Customers in the same region and outside the region

Criteria:

• Minimum 5 years of related experience, fine for distributor.
• Customer focused and good customer service skills.
• Excellent communication skill, be able to interact with internal and external partners.
• Problem solving skills as a team player with positive attitude.
• Work proficiency in English.
• Knowledge on SAP will be added advantage and familiar with Microsoft Office.

Competencies

Values: Integrity, Accountability, Teamwork, Innovation

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