Customer Service Manager

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 You'll Be Doing

Evaluate direct reports through daily observation, system dashboards, KPIs, ongoing coaching and development, and the annual evaluation process. Provide for promotions, transfers, merit increases and disciplinary action. Ensure appropriate documentation supports overall communication and plans.• Develop front-line employees to deliver on the strategic objectives of the Customer Care organization. Drive business unit tactics that support corporate strategies.• Works on issues of diverse scope where analysis of situations or data requires evaluation of a variety of factors, including knowledge of current business trends. Strong attention to detail.• Provides input on resolving key issues that impact the function at the root cause level.• Lead and drive cross functional continuous improvement activities that is impactful to the business and customer experience• Adapts/make departures from traditional approaches to enhance quality of value in existing methods.• Utilize working knowledge of the operational and technical functions of the Customer Care department to ensure proper procedures are followed.• Monitor day to day activities to ensure team members and leads fulfill their responsibilities and implement corrective actions as needed.• Ability to clearly communicate and delegate the outcome a must.• Serve as a positive role model, demonstrating TE core values for performance/behaviors, attitude and professionalism.• Ensure a high service level is being maintained for our customers as well as an even distribution of workload.• Execute on change management methodology

What your background should look like:• Extensive Experience in Customer Service Management & a strong sales acumen

o 5 + years related experience (People Management, Manufacturing Environment-MTO Preferred, and B2B)

o 10+ direct reports• Demonstrated ability to support and effectively deliver change within an organization; political savvy attributes and consensus building skill-sets important.• Understanding and working knowledge of full life cycle Customer Service practices• Navigational ability and working knowledge of Microsoft products and various ERP or CRM programs. SAP knowledge is required and Salesforce is preferred. • Analyzing data and reporting capabilities a must• Customer Service experience in a manufacturing environment strongly recommended

Work Location

This postion is a remote position.

Competencies

Building Effective Teams

Motivating Others

Managing and Measuring Work

Values: Integrity, Accountability, Teamwork, Innovation

SET : Strategy, Execution, Talent (for managers)

ABOUT TE CONNECTIVITY

TE Connectivity is a global industrial technology leader creating a safer, sustainable, productive and connected future. Our broad range of connectivity and sensor solutions, proven in the harshest environments, enable advancements in transportation, industrial applications, medical technology, energy, data communications and the home. With approximately 80,000 employees, including more than 7,500 engineers, working alongside customers in approximately 140 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com and on LinkedIn, Facebook, WeChat and Twitter.

COMPENSATION• Competitive base salary commensurate with experience: $78,000 - $152,000(subject to change dependent on physical location)• Posted salary ranges are made in good faith. TE Connectivity reserves the right to adjust ranges depending on the experience/qualification of the selected candidate as well as internal and external equity.• Total Compensation = Base Salary + Incentive(s) + Benefits

BENEFITS• A comprehensive benefits package including health insurance, 401(k), disability, life insurance, employee stock purchase plan, paid time off and voluntary benefits.

EOE, Including Disability/Vets

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