Customer Support Specialist III

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Job Description

As a TEL Manufacturing & Engineering America (TMEA) Customer Support Specialist, you will be responsible for supporting our global customers achieve their operational availability goals. As part of the role, the Customer Support Specialist will customer needs, own actions, gain resources and represent the customer voice to a variety of audiences. Scope of work includes: familiarity with supply chain concepts, task estimation, risk analysis, trade-off communication and financial acumen. The Customer Support Specialist will support the Supply Chain Solutions team in achieving strategic goals focusing on key enablers of: Customer Service Strategy, Robust Supply Chain Design, Value Stream Design, Service Level Inventory and Customer Satisfaction. Our goal is to leverage candidate experience in customer service and LEAN thinking to drive customer value and acceptable service levels.
Job Responsibilities

• Provides courteous and professional customer service in response to incoming phone calls / emails for spare parts quotes, order placement, repair and warranty service, tracking of orders/shipments, address billing inquiries…etc.
• Continuous improvement of service methods and timeliness to support customer delight initiatives through incremental and breakthrough process improvements.
• Applying Lean methodology to eliminate waste in the value creation process and controlling variation by reducing the probability that an error or defect will occur.
• Maintains professional courtesy and demeanor in all customer interactions and be able to utilize SAP, ERP, and other software programs to accomplish job tasks.
• May require managing customer accounts including SMI (Supplier Managed Inventory) programs.
• Interface between customer, distribution centers and engineering to support overall equipment effectiveness targets.
• Quality System Compliance understanding and adherence to ensure processes consistently fulfill requirements and meet customer needs.

Must Have: Minimum Requirements

• Microsoft Office: Outlook, Excel, MS Word, and PowerPoint
• Bachelors degree with a minimum of 2 years experience or a combination of six (6) to eight (8) years relevant work experience and post-secondary education.

Preferred Requirements

• A self-motivated team player with a track record of supporting customer needs despite imperfect situations.
• Continuous improvement mindset supported by LEAN knowledge or willingness to learn.
• Experience in Semiconductor Manufacturing technology or Capital Equipment Manufacturing.
• Proficient in Microsoft applications

Physical Job Requirements
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. This is a largely sedentary role; however, some filing is required, which would require the ability to lift files, open filing cabinets and bend or stand as necessary. This position requires the ability to occasionally lift office products and supplies, up to 35 pounds. This position also requires 4 to 6 hours per day at a computer screen/keyboard.

Diversity creates an innovative culture. TEL US is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

SubsidiaryTEL Manufacturing and Engineering of America, Inc.