Sr. Manager, Customer Understanding (Remote)

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. 

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Long Description

This position manages a team of highly professional or experienced customer care employees within a designated site or location that supports Customers & their issues on a day to day basis. The job holder must have a strategic mindset but still have the ability and knowledge to execute on plans.  This role is responsible for ensuring global best practices are adhered to, personnel decisions, managing business processes, setting, and managing meaningful performance objectives to support global customer care initiatives in delivering exceptional Customer experiences and continual quality improvements.  It is essential the holder can develop deep relationships with Customers and provide the Voice of the Customer to the business.

Essential functions of the Customer Service Manager:
•    Provide leadership & management to the designatede Customer Support team 
•    Leads & supports Customer Support team to ensure the following:
•    Digital transformation 
•    Annual goals & objectives
•    Learning & Development of employees
•    Effective succession planning
•    Capacity resourcing
•    Assignment and direction of work & workload
•    Employee performance & reward
•    Employee engagement
•    Addressing and resolving employee complaints and problems
•    Help define Customer Support strategy & execute within region.
•    Drives the integration and automation of customer support processes and systems across multiple manufacturing sites
•    Drives the adoption of new digital tools and systems (SAP, IBP, SFDC, Qualtrics, Call miner)
•    Provide the Voice of the Customer to the Organization
•    Drives customer service TE Operational Advantage initiatives to support Global Customer Care accreditation levels
•    Analysis NPS results working with the CX Manager to deliver continual improvements. 
•    Provides input to resolving critical issues that impact Customers or function
•    Establish processes and procedures in line with TE Customer Care guidelines & policy that will drive an Exceptional Customer Experience 
•    Work with Regional Leadership to define the Wildly Important Goals for region & ensure the Customer Support team is totally focused on achieving them
•    Contribute to the Customer Support strategic plan and ensure execution within the region
•    Proactively communicate the current capabilities, capacity issues, and limitations of the manufacturing site to the wider Commercial team.
•    Be accountable for meeting all Key Performance Indicators – ensuring proactive corrective action with the Americas team to address any gaps
•    Deliver accurate and effective Customer forecast.
•    Design & generate intuitive reports required by the business.
•    Work closely with operations to establish a consistent robust Sales & Operation Plan for all sites 
•    Work on diverse Customer issues where analysis of a situation or data may require knowledge of a variety of factors. 
•    Frequently interacts with senior management and heads of functions to gain cooperation or provide guidance in ECE requirements 
•    Support escalated customer service issues, escalating further when required

What your background should look like:

Required Experience, Knowledge, Skills, Abilities or Education:
•    Min 5-7 yrs in sales, marketing, scheduling or customer service-related position, preferably in a manufacturing organization or related technical experience.
•    Sound leadership of diverse teams essential.
•    MBA, BA or BS preferred.
•    Strong organizational skills, ability to manage several tasks at once, ability to set priorities, time management, ability to lead meetings to drive action.  Ability to develop project plans & lead teams to improve business performance. 
•    Strong leader of people, highly accountable, customer focused, good oral & written communication, ability to work under pressure & maintain composure in sometimes emotional situations, team player, flexible & adaptable to changing conditions, positive & professional attitude, ability to develop strategies for handling moderately complex customer issues
•    Ability to influence & motivate essential
•    Ability to implement conformance procedures. (quality, regularity)
•    PC proficient (word processing, e-mail, spreadsheet, database & presentation software), ability to create presentation quality documents, ability to use MRP system, EDI system.

Competencies

SET : Strategy, Execution, Talent (for managers)Values: Integrity, Accountability, Tea