CUSTOMER SERVICE SPECIALIST II

Job Title: CUSTOMER SERVICE SPECIALIST II

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

Job Overview

This role is a frontline service position providing assistance to TE’s internal and external customers. Overall expectations is to provide outstanding service and strive to resolve customer’s requests in a timely manner. Performance expectations are to meet or exceed Operations and Quality standards.

Ensures effective delivery of service in the support of internal and external customers through regular interaction with customers and other functional areas via telephone, email, chat or through other social media platforms to resolve product/services issues fairly, effectively and in accordance with the consumer laws.

Develop and manage customer intimacy to named accounts to deliver extraordinary customer experiences.

Responsibilities

• Ensures all responses follow approved company guidelines
• Handles customer concerns by providing appropriate solutions and alternatives, and then follows up to ensure resolution
• Resolves, prioritizes and researches customer issues in a timely and accurate manner
• Works in partnership with customers and Account Managers to plan activity and grow and develop the accounts
• Understands customer needs and requirements by identifying and seeking out new opportunities to improve the service level and relationship
• Understanding the customers' business and competition
• Proactively identifies and eliminates potential issues that may negatively affect the customer
• Optimizes communications and relationships between Customer Service Advisory Services Support and various other departments and parties involved
• Liaises and coordinates with Account Managers and internal staff proactively regarding day‑to‑day account operations
• Ensures all customer queries (internal and external) on product quality, availability, substitutions, inventory and order status, pricing, billing, invoices and carrier concerns are resolved satisfactorily
• Analyzes and leads improvement to Customer’s specific KPIs
• Aligns with support team of specialists to ensure tasks are achieved with quick turnaround
• Represents and advocates internally for the voice of customer
• Answers incoming calls regarding service questions, product problems, billing issues, and general client concerns
• Keeps detailed and adequate records of customer interactions, transactions, comments, and complaints
• Performs contract review of all orders to ensure processing per negotiated requirements, including import/export requirements
• Supports process improvement to standardized operational procedures (SOP)
• Works under limited or minimal supervision, referring only very complex issues to higher levels
• May provide training and guidance to others
• Processes purchase orders and completes the follow‑up process, ensuring orders are delivered on time and in the correct manner
• Processes quotations following the standard procedure, responding within 48 hours with price and corresponding document
• Processes RMAs for customers in a timely and proper manner, ensuring follow‑up until parts are returned or credit issued
• Reviews the customer’s backlog at least twice a week to verify no changes in order dates and to anticipate any changes
• Serves as the customer’s first point of contact and assists with their requests, even if they pertain to another business unit or department

Qualifications

• Relevant work experience (3+ years)
• SAP or Salesforce system knowledge is required
• Proficiency with MS Office applications
• Ability to work in a fast‑paced, ever‑changing environment
• Analytical skills and problem‑solving capabilities
• Advanced English (speaking and reading comprehension)
• Ability to retain a large amount of information

Competencies

• Integrity
• Accountability
• Inclusion
• Innovation
• Teamwork

Benefits

• Competitive Salary Package
• Performance‑Based Bonus Plans
• Health and Wellness Incentives
• Employee Stock Purchase Program
• Community Outreach Programs / Charity Events
• Employee Resource Group

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