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TE Connectivity
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CUSTOMER SERVICE ASSOCIATE IV

CUSTOMER SERVICE ASSOCIATE IV

TE Connectivity

2 - 7 years

4 - 8 Lacs

bengaluru

Posted:3 days ago| Platform:

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Skills Required

customer service salesforce sap customer satisfaction service delivery manufacturing process improvement customer experience communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Requirements

This position is the central point of contact for various accounts regarding all daily operational requirements from inquiry and pre-orders needs through all post-order activities.
Key performance responsibilities of this role to achieve the goal of Customer Satisfaction improvements include:
Extraordinaire Customer Experience (ECE) and Customer touch point
On-going efforts to drive ECE by interacting professionally with our internal and external customers.
KPIs are STR, CES, FCR, and efficiency.
Satisfaction Management
Support the execution of improvement actions based on Net Promoter Score (NPS) and transactional surveys. Metric - NPS/Transactional Survey
Customer Relationship & Satisfaction
Central point of contact for Customer on all daily inquiries and provides timely follow up and resolution of issues and inquiries
Proactive communication to Customer and liaise with parties to come up with solutions for open and upcoming matters. Customer visits might be required
Seek regular informal and formal feedback via transactional surveys or via phone and e-mail during daily communications
Manage Service Delivery Process / Execution
Manage escalations for your customers.
Review quote and order requirements, create scheduling agreements, clear blocks, workflows daily, monitor critical shipments, backlog management.
Follow up on quotes and quality issues
Manage Interfaces & Build Service Culture
Act as voice of the Customer for internal support departments
Participate in development training and process improvement projects to expand and challenge learning new ideas and processes
Take ownership for actions and follow through on tasks until resolved

Desired Candidate Profile:

Customer Focus, Organizational Agility, Communication Skills, Problem Solving, Drive for Results, Good working knowledge of English, Action Oriented, Detail Oriented and Business Acumen, minimal bachelors degree.
SFDC (salesforce) is a big advantage.
All candidates are required to be fluent in English.
Flexibility to work in US shift hours (6 pm to 3:30 am)
Education Experience
: Any Graduation/Post Graduation
Employment Experience
: 2+ years
SAP experience preferred (SD module)
Should be from Product based company (Manufacturing Industry)
Should have complete knowledge on Quote To Cash process.

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TE Connectivity

Appliances, Electrical, and Electronics Manufacturing

TE Connectivity

Bengaluru, Karnataka

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CUSTOMER SERVICE ASSOCIATE IV