About this role
At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. <div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Overview</b></H2> </div><div><p style="text-align:justify">The Customer Care Supervisor is a critical leadership role responsible for overseeing a team of Customer Care Professionals (CCPs) while driving operational excellence, customer satisfaction, and continuous improvement across customer-facing processes. This role ensures consistent delivery of high-quality service, strengthens customer relationships, and supports achievement of business objectives.<br>As a frontline leader, the Customer Care Supervisor provides direction, coaching, and development to team members while serving as an escalation point for complex customer issues. This role partners closely with cross-functional stakeholders including Sales, Supply Chain, Quality, and Finance to resolve challenges, drive performance, and enhance the overall customer experience.<br>In addition to managing daily operations, the Supervisor plays a key role in executing strategic initiatives, improving processes, and building team capability to meet evolving business and customer needs.<br>This position may involve working with technical data subject to export control regulations and requires compliance with all applicable laws and company policies.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Requirements</b></H2> </div><div><p>Team Leadership and Development:<br>• Lead, coach, and develop a team of Customer Care Professionals to achieve individual and team performance objectives<br>• Foster a high-performance culture focused on accountability, customer advocacy, and continuous improvement<br>• Conduct regular performance reviews, provide feedback, and create development plans to build capability and engagement<br>• Support onboarding and training new hires to ensure readiness and consistency in execution</p> <p>Customer Engagement and Relationship Management:<br>• Ensure effective and consistent communication with customers across the team, maintaining high standards of responsiveness and professionalism<br>• Serve as an escalation point for complex or sensitive customer issues, ensuring timely resolution and customer satisfaction<br>• Partner with Sales and Key Account Managers to support strategic accounts and strengthen long-term relationships<br>• Drive proactive customer engagement strategies, including business reviews and feedback mechanisms</p> <p>Order and Service Management:<br>• Oversee order management activities to ensure accuracy, timeliness, and compliance with contractual obligations<br>• Monitor key operational processes including order entry, backlog management, scheduling agreements, and expedites<br>• Ensure adherence to internal policies, customer requirements, and regulatory standards<br>• Identify and address process gaps impacting service delivery and operational efficiency</p> <p>Customer Satisfaction and Performance Management:<br>• Own and drive performance against key customer metrics including ECE, CES, FCR, and NPS<br>• Analyze performance data and trends to identify root causes and implement corrective actions<br>• Lead initiatives to improve service quality, response times, and overall customer experience<br>• Establish clear performance expectations and hold team accountable to defined KPIs</p> <p>Technical Support and Problem Resolution:<br>• Provide guidance and support for complex customer issues related to delivery, quality, pricing, and technical inquiries<br>• Partner with cross-functional teams to resolve systemic issues and prevent recurrence<br>• Ensure effective prioritization and resolution of escalations impacting customers or business operations</p> <p>Cross-Functional Collaboration and Continuous Improvement:<br>• Represent the voice of the customer in cross-functional forums and drive alignment across teams<br>• Lead or contribute to process improvement initiatives leveraging Lean principles and best practices<br>• Support implementation of system, process, or organizational changes impacting the customer care function<br>• Identify opportunities to standardize, simplify, and scale processes across the team</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>What your background should look like</b></H2> </div><div><p>Required Qualifications and Skills<br>• Bachelor’s degree preferred or minimum 5–7 years of experience in customer service, account management, or a related field in a B2B or industrial environment<br>• Previous leadership or supervisory experience preferred<br>• Strong knowledge of SAP or other ERP systems and Microsoft 365 tools (Excel, PowerPoint, etc.)<br>• Demonstrated ability to lead teams, manage priorities, and drive results in a fast-paced environment<br>• Strong analytical and problem-solving skills with a focus on process improvement and operational excellence<br>• Proven ability to influence cross-functional stakeholders and drive alignment<br>• Flexibility to travel 10–25% of the time for customer meetings, audits, and business reviews<br>Competencies and Key Attributes<br>• Strong leadership presence with the ability to motivate and develop others<br>• Excellent communication and stakeholder management skills<br>• High level of accountability and ownership for team and customer outcomes<br>• Ability to manage ambiguity and navigate complex, high-pressure situations<br>• Strategic mindset with the ability to balance immediate operational needs with long-term improvements<br>• Commitment to delivering extraordinary customer experience through team performance and innovation</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Competencies</b></H2> </div><div><div>Values: Integrity, Accountability, Inclusion, Innovation, Teamwork</div></div></div></div>