CUSTOMER SERVICE SPECIALIST II

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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.

Overview

Ensures that customer issues and concerns are answered efficiently and effectively.

Responsibilities

• Manage incoming customer orders, phone and email enquires relating to price, delivery and product selection
• Respond to customer technical enquiries with information provided from Hub TSE’s and / or Product Management
• Update key accounts with regular open order status reports.
• Work closely with Industrial and Utility Sales teams as required to support the allocated customer base.
• Identify new business opportunities and engage with relevant team members to close opportunities.
• Help clients identify additional needs from our product portfolio.
• Review the Daily Booking Reports – Commercial and Scheduling and check for order entry accuracy and highlight delivery concerns to Logistics.
• Attend to customer queries on outstanding orders. For Key Account Customers (KAC), proactively feedback rescheduled delivery information to the customer as advised by the Supply Department.
• Provide accurate information in a timely manner to Logistics, Stores and Production to enable despatch to meet customer request.
• Complete paperwork interfacing with other Departments, - requests for credit and customer returns. Ensure approval by the appropriate level as defined in the DOA.
• Attend the meetings chaired by the Supply Chain Manager & Sales Manager for updates on sales performance and Key Account Customer sales strategy. Be prepared to discuss any issues affecting the customer service function.
• Undertake other duties as required from time to time by the Sales Operations Manager
• Provide input on key accounts directly to the Supply Chain Manager as part of the Sales and Operations planning process.
• Be involved in continuous improvement programmes that are aimed at achieving excellence in customer service.
• Follow all TE’s internal procedures and policies.
• At all times act in the best interest of both internal and external customers
• Support CSS other team members as required.
• Ensure all relevant sales documentation is filed accurately to align with TE CRD Order Management Policy.
• Ensure customer returns (RMA’s) are managed from initial enquiry through to credit issue.
• Ensure adequate notice of absence is provided to allow coverage of the role.

Job Requirements

Competencies

Values : Integrity, Accountability, Inclusion, Innovation, Teamwork

Seniority level

Employment type

Job function

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