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Customer Service Associate Iii

2 months ago

Middletown, United States TE Connectivity Full time

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.

Position Summary:
The Customer Service Account Specialist is a key position responsible for establishing and maintaining a customer business relationship to provide total customer satisfaction and increase sales. Additionally, the Customer Service Account Specialist serves as the primary point of contact for the customer and is the liaison between the customer and all internal points of contact. This is a hybrid position and resides in the Customer Service Department in Middletown, PA. You are required to be in the office one day per week as determined by customer service management.

Position Responsibilities:

- General Customer Service- Process customer orders/changes according to established department policies and procedures.
- Provide timely and accurate information to incoming customer order status and product knowledge requests.
- Process general customer requests as needed.
- Process customer returns according to established department policies and procedures.
- Understands business processes and makes proactive decisions, effectively solving customer issues, and increasing sales.
- Process customer quote requests as needed. This requires a thorough understanding of the TE quoting process and all associated programs.
- Thorough review of all key customer documents including terms and conditions and quality requirements and knowledge for escalation if additional review is needed.
- Generate/manage backlog orders, open order reports, forecast reports and communicate late deliveries to the customer and internal teams as required.
- Customer Account Management- Work collectively with all aspects of the Supply Chain to ensure the customer’s needs are met in a timely manner.
- Build and maintain strong business relationships with customers to drive an Extraordinary Customer Experience.
- Focused effort on strengthening customer relationships by acting as a liaison between customer and any internal points of contact.
- Initiate and facilitate meetings with customers and internal points of contact to proactively identify issues and/or drive process improvements for said customer.
- Independently, or as a team member, investigate and resolve customer issues (e.g., delivery, price, quality).
- Identifies and drives corrective actions and improvement projects that will raise customer satisfaction levels.
- Work with assigned Key Account Manager to execute customer initiatives and achieve on-time delivery goals.
- Analytical- Performs statistical analysis relating to product, bookings, billings, opportunities and customer profiles.
- Analyze, identify, and share key customer insights through monthly reporting with internal partners to facilitate decisions on business processes, rules formulations or modifications, product enhancements, and market opportunities.

**What your background should look like**:

- Position Qualifications:
- Proficiency in SAP a plus.
- Proficiency in Microsoft Suite (Outlook, Excel, Word, PowerPoint, etc.)
- Strong analytical skills.
- Strong interpersonal skills and ability to consistently demonstrate working in a team.
- Ability to work with all levels within the Supply Chain.
- Bachelor’s degree strongly preferred and/or minimum 3 years’ experience in an account management role.

Job Competencies:
- Time management
- Attention to detail
- Strong organizational skills
- Excellent interpersonal and communication skills
- Strong customer orientation
- Team player/able to work well with others
- Ability to work well with little supervision
- Strong interpersonal skills
- Strong analytical skills
- Process improvement focused
- Some project management skills in execution of business process projects

**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.

**COMPENSATION**
- Total Compensation = Base Salary + Incentive(s) + Benefits

**BENEFITS**
- A co