Customer Care Operations 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. 

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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.

 

Job Overview: The Customer Service Center of Excellence team is responsible for supporting the vision of the Commercial team and helping Customer Service to deliver the best experience for our customers. This includes building a strategic playbook of processes, metrics, training and tools to be able to deliver on these priorities. The CoE Regional Manager is responsible for leading this team to align both global processes with regional needs in partnership with the Global Commercial Excellence team. This position is 4-days remote work and 1-day in the office!

 

Responsibilities: The typical activities of the position will cover:

 

•     Responsible for leading multiple projects, measuring performance of CS team, and supporting with other operational initiatives or strategies.

•     Develop, own, and maintain a central data hub to drive improvement both within CS and across other functions.

•     Align the Regional Commercial Sales strategy with the Customer Service strategy

•     Develop regional deployment roadmap for new processes, procedures, and training curriculum

•     Identify process improvement opportunities and new technologies to improve efficiency and support automation

•     Lead and manage testing and implementation of new systems/tools/enhancements, process and procedures for their respective region

•     Lead the strategic planning of training needs for the Customer Service team; Develop the regional curriculum to support this development

•     Collaborate cross-functionally to identify process improvement opportunities to improve service levels and customer response times

•     Monitor and maintain system data integrity to ensure accuracy

What your background should look like:

 

•     Education – Bachelors degree preferably in project management or equivalent experience

•     Minimum of  8 years’ experience in project management, people leadership, in a commercial setting.

•     Strong leadership skills with minimum of 5 years of experience as a project management leader, escalation process, customer care, and customer score cards.

•     Proficiency in SAP – Key user qualification ideal.

•     Excel in Microsoft 365 (Outlook, Excel, Word, PowerPoint, etc.)

•     Strong analytical skills.  (SQL, Tableau, PowerBi preferred)

•     Adaptable people skills and high levels of emotional intelligence.

•     Confidence and proven ability to work with people at all levels of the organization.

Work schedule: 8am to 5pm / Location: Middletown, PA 17057 In office (1-day onsite per week)

Competencies

Managing and Measuring WorkBuilding Effective TeamsMotivating OthersValues: Integrity, Accountability, Inclusion, Innovation, TeamworkSET : 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 enable the distribution of power, signal and data to advance next-generation transportation, renewable energy, automated factories, data centers, medical technology and more. With more than 85,000 employees, including 8,000 engineers, working alongside customers in approximately 140 countries. TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com and on LinkedIn,