Manager-Customer Service

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.

Responsibilities

Frontend:

• People Management : Accomplishes department objectives by managing staff planning and evaluating day to day activities & workload communicating job expectations, monitoring, and appraising business results. Coaches, counsels, and disciplines employees.
• Order Management : Will handle issues in import, exports and local customer's, Sales order and planning process, i.e, from order entry, daily schedule review, shipment processing, invoicing & logistics coordination.
• Commercial Management : maintaining correct price lists in SAP & quotations back up of all accounts, Receivables Management - Timely closure of credit and debit note request
• Forecast Management : Forecast gathering assistance, analysis & mapping customer wise part wise performance.
• Customer visits: Representing TE at leading harness makers to give necessary support where required including forecast fluctuation, shortage / expedition order support, returns, credit/debit & Account Receivable
• Stake holder management: To coordinate with global and local functions & Support the regional Sales and CS managers in activities to ensure an enhanced customer experience.
• Situation handling: Evaluates situations that impact operations and decide level of support and response required.
• Outbound Logistics: End to end monitoring of shipment deliveries from warehouse to customer post Delivery creation
• KPI's Key performance indicators: Outbound Freight, Inventory, Pricing discrepancy, Customer satisfaction, Forecast accuracy, On time delivery, Lates & process optimization projects

Education and Experience:

. 10+ years of experience
. Working experience in SAP & MS office
. Experience of supervision, project handling & performance management
. Extensive transactional working experience in manufacturing industry under CS / Supply chain.
. Experience of effective collaboration in multiple regional teams set up & stake holder management
. Previous experience from automotive / service industry preferred.
. Expert /functional domain knowledge in order management, forecasting, supply chain, inventory & freight management
. Knowledge of Receivable management and Days Sales outstanding (Ageing AR)
. Knowledge of MIS Reporting and Analysis tools such as: Microsoft excel, power BI, tableau
. Knowledge of lean, six sigma principles / tools
. Good level of soft skills pertaining to customer support.

Competencies

Building Effective Teams

Motivating Others

Managing and Measuring Work

Values: Integrity, Accountability, Teamwork, Innovation

SET : Strategy, Execution, Talent (for managers)