CUSTOMER SERVICE SPECIALIST II

POSITION : Associate / Sr Associate – Customer Solution LOCATION : Pune BU : Auto BUSINESS UNIT (TRANSPORTATION SOLUTION) COMPANY TE Connectivity Ltd. is a $14 billion global technology and manufacturing leader creating a safer, sustainable, productive, and connected future. For more than 75 years, our connectivity and sensor solutions, proven in the harshest environments, have enabled advancements in transportation, industrial applications, medical technology, energy, data communications, and the home. With 80,000 employees, including more than 8,000 engineers, working alongside customers in approximately 140 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com BU / FUNCTION DESCRIPTION – Auto BUSINESS UNIT (TRANSPORTATION SOLUTION) deals with customers in passenger vehicle manufacturing, they serve all India harness makers and direct OEM’s in this segment across India. ROLE OBJECTIVE This position is in a fast-paced business environment for B2B customer support team, where in you will handle escalated customer care issues either through direct personal action or by escalating to the proper individual/department. You will need to Coordinate with resources for the resolution of system related problems and provide specific feedback to other departments to aid all open issues. This responsibility includes collaboration between both on site and virtual resources as necessary. You will also partner on the process improvement projects, developing training material, reports and lead implementation as necessary. RESPONSIBILITIES Order Management - Will handle import, exports and local customer’s, Sales order and planning process, i.e. order entry, daily schedule review, shipment processing, invoicing & logistics coordination. Commercial Management : maintaining price lists & quotations of all accounts. Sales Management: forecasting, pipeline analysis & mapping sales performance. Project management: Participate effectively in quality improvement projects and promote co-operative effort between all departments and internal customers. 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 Management Reports: To support SCM & demand controllers in collating information regarding orders, deliveries, fluctuation/shortages/increase in demand. Stake holder management: To coordinate with global and local functions & Support the manager & Sales in activities to ensure an enhanced customer experience. This includes but is not limited to projects and tasks to enhance the order management & fulfillment process, end to end alignment within cross functions to impart better customer service to stake holders Situation handling: Evaluates situations that impact operations and decide level of support and response required . EDUCATION/KNOWLEDGE Any Graduate degree CRITICAL EXPERIENCE 3+ years of experience Working experience in SAP & MS office 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. COMPETENCIES Expert /functional domain knowledge in order management, forecasting, supply chain, inventory & freight management 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 . MOTIVATIONAL/CULTURAL FIT Passion for Problem solving Passion for people interaction & team work Results driven Clear and concise communication Drive for innovation Job Overview Ensures that customer issues and concerns are answered efficiently and effectively. Job Requirements Provides timely, accurate, complete responses to customer or sales inquiries. Responding to customer inquiries and providing a speedy and thorough resolution to customer issues and problems or referring to appropriate function or personnel. Coordinating among diverse customer contact and distribution channels to ensure that customer perceives a seamless, consistent and positive view of the organization. Analyzing customers' needs and making recommendations for additional products or services that will enhance customers' satisfaction, productivity or profitability. What your background should look like Generally requires Bachelors degree in appropriate field or local equivalent with a minimum of 3 years of progressively responsible professional level experience Competencies Values: Integrity, Accountability, Inclusion, Innovation, Teamwork