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>Responsible for the day-to-day management of the Customer Service team and its activities.</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><ul> <li> <p><u>Quote and Order Management</u></p> <ul> <li>Interface with Customers for Quote request or Price inquiries and approval</li> <li>Submit quotation request for pricing team approval.</li> <li>Sales order entry, order confirmation & expediting orders.</li> <li>Order change and backlog price adjustment</li> <li>On-going Backlog Management</li> <li>Shipment release and follow up</li> <li>Report and support past due backlog reduction</li> <li>NPI - follow up with PM/Plant/Finance for part master and cost setup</li> <li>Handle Sample order</li> <li>Process RMA / Goods replacement</li> </ul> <p> </p> <p><u>Customer Service</u></p> <ul> <li>Handle customer enquiries & complaints. Investigate and work with other departments to resolve customer issues in a timely manner.</li> <li>Emails/Conference calls / Customer and TE Plant Visits for critical delivery issues, expedition or projects.</li> <li>Work out solutions on Customer’s special requirements, such as label, Customs process, packing & etc.</li> <li>NPS/VOC/Customer Service Survey Improvement Process. Identify and drive corrective actions to recurring issues to create sustainable improvement. Create awareness and accountability to other functions based on VOC.</li> </ul> <p> </p> <p> </p> <p><u>Customer Supply Chain Management </u></p> <ul> <li>Initiate Stock Requisition for customer advance order or buffer stock.</li> <li>Work with Planning team on capacity adjustment in order to fulfill Customer’s demands</li> <li>Consignment Stock Management/ Customer demand forecast monitoring and accuracy analysis</li> <li>Manage customer forecast/demand and inventory level, work with Supply Chain to fulfill customer demand.</li> <li>Negotiate with Customer for VMI liability and deadstock compensation.</li> <li>Resolve logistics and custom issues with relevant functions</li> </ul> <p> </p> <p><u>Customer Credit and Billing Management</u></p> <ul> <li>Billing attainment</li> <li>Follow up queries with Account Receivable</li> <li>Coordinate with Finance and Customer to solve pass due invoices issue</li> <li>Manage customer credit status & escalate for any abnormal status</li> <li>Apply credit release</li> <li>Process Credit note / Debit Note</li> </ul> <p> </p> <p><u>Manage operation process</u></p> <ul> <li>Responsible to identify and drive corrective actions and improvement projects/activities with other support functions to increase Customer Satisfaction level</li> <li>Communication with related function to resolve Customer escalated operational issue and process</li> <li>Team Operation scorecard performance monitoring and improvement analysis.</li> <li>Coach and provide guidance to others as expert on operation subject matter, influencing others through positive communication, review progress and provided feedback.</li> <li>Develop and maintain improvement activities and process, regular communicate improvement activities and process sharing with team members.</li> <li>Create action plans and follow up with individual in timely manner on operation subject matter.</li> <li>Support Regional / Global projects.</li> <li>Backup to Team Supervisor / Manager when necessary.</li> </ul> </li> </ul></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><ul> <li>Customer Focus.</li> <li>Excellent communication skill. Able to interact with internal and external partners.</li> <li>Problem solving skills</li> <li>Ability to work in team-oriented, positive attitude</li> <li>Proactive, responsible and takes ownership of issues.</li> <li>Able to work under pressure.</li> <li>Self-motivated, independent and able to work with minimum supervision</li> <li>Sense of urgency, analytical and able to multi-task under fast paced environment.</li> <li>Drive for Results</li> <li>Developing Others</li> <li>Leadership and People management skills.</li> </ul></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>