HYBRID -CUSTOMER SERVICE ASSOCIATE IV

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

Strengthens customer relationships by acting as a liaison between customer and any internal points of contact.

Job Requirements

The Customer Service Associate (CSA) is a vital role dedicated to building and maintaining robust customer relationships, ensuring total satisfaction, and driving improvements in customer experience. Acting as the primary interface between the company and customers, this position oversees a wide array of pre-sales and post-sales functions, ranging from managing inquiries and orders to resolving complex issues. The CSA liaises with internal teams to deliver exceptional service and works collaboratively to strengthen customer loyalty and optimize sales performance.

This position may involve working with technical data subject to export control regulations and requires compliance with applicable laws.

This is a Hybrid position.

What your background should look like

Customer Engagement and Relationship Management

• Serve as the primary contact for assigned accounts
• Provide timely responses to inquiries
• Foster proactive communication
• Build strong relationships through:
  • Regular customer interactions
  • Formal feedback surveys
  • Tailored meetings
• Act as a liaison between customers and internal teams to:
  • Resolve escalations
  • Propose solutions
  • Drive process improvements

Order and Service Management

• Process customer orders, changes, returns, and quotes in SAP or similar systems
• Ensure compliance with:
  • Customer terms
  • Quality requirements
  • Contractual obligations
• Oversee scheduling agreements
• Monitor critical shipments
• Expedite orders as required

Customer Success and Performance Improvement

• Drive initiatives for Extraordinary Customer Experience (ECE)
• Monitor and improve satisfaction metrics:
  • STR (Straight Through Rate)
  • CES (Customer Effort Score)
  • FCR (First Contact Resolution)
  • NPS (Net Promoter Score)
• Conduct root-cause analysis of issues
• Implement corrective actions to improve service delivery
• Identify opportunities for:
  • Streamlining processes
  • Eliminating inefficiencies

Technical Support and Problem Resolution

• Address technical inquiries using internal resources
• Provide alternative solutions when necessary
• Investigate and resolve customer issues related to:
  • Delivery
  • Price
  • Quality
• Collaborate with Key Account Managers and stakeholders to meet:
  • On-time delivery goals
  • Operational goals

Cross-Functional Collaboration and Continuous Improvement

• Represent the "voice of the customer" to internal teams
• Facilitate effective communication and alignment
• Participate in:
  • Training sessions
  • Process improvement initiatives
  • Cross-departmental projects
• Mentor and support new team members
• Enhance team capabilities

Required Qualifications and Skills

• Education:
  • Bachelor's degree preferred
  • High school diploma required
• Experience:
  • Minimum 3 years in customer service/account management role
  • Preferably in a B2B industrial environment
• Technical Skills:
  • Proficiency in Microsoft 365 tools (Excel, Word, PowerPoint, etc.)
  • Experience with SAP or other ERP systems
• Soft Skills:
  • Strong interpersonal abilities
  • Excellent communication skills
  • Robust organizational capabilities
  • Strong customer orientation

Competencies

Values: Integrity, Accountability, Inclusion, Innovation, Teamwork

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