Customer Experience Manager

6 days ago

Central Coast, Australia beBeeCustomerService Full time $80,000 - $110,000

At TE Connectivity, our Customer Service Specialists interact with customers and representatives to handle pre-sales or post-sales service functions. They process transactions via phone, internet, and correspondence from customers and respond to inquiries about our products.

**Key Responsibilities:**

- Respond to customer technical enquiries with information provided from product management.
- Update key accounts with regular open order status reports.
- Work closely with sales teams as required to support the allocated customer base.
- Identify new business opportunities and engage with relevant team members to close opportunities.
- Help clients identify additional needs from our product portfolio.
- Review daily booking reports - commercial and scheduling - and check for order entry accuracy and highlight delivery concerns to logistics.
- Attend to customer queries on outstanding orders. For key account customers, proactively feedback rescheduled delivery information to the customer as advised by supply department.
- Provide accurate information in a timely manner to logistics, stores, and production to enable despatch to meet customer request.
- Complete paperwork interfacing with other departments, requests for credit and customer returns. Ensure approval by the appropriate level as defined in the doctrine of administration.
- Attend meetings chaired by the supply chain manager & sales manager for updates on sales performance and key account customer sales strategy.
- Be prepared to discuss any issues affecting the customer service function.
- Undertake other duties as required from time to time by the sales operations manager.
- Provide input on key accounts directly to the supply chain manager as part of the sales and operations planning process.
- Be involved in continuous improvement programmes that are aimed at achieving excellence in customer service.
- Follow all internal procedures and policies.
- At all times act in the best interest of both internal and external customers.
- Support customer service other team members as required.
- Ensure all relevant sales documentation is filed accurately to align with order management policy.
- Ensure customer returns (RMAs) are managed from initial enquiry through to credit issue.
- Ensure adequate notice of absence is provided to allow coverage of the role.

**Required Skills and Qualifications:**

- Secondary education level.
- Ability to organise self and manage multiple tasks.
- Previous customer service/sales experience essential.
- The ability to adapt to different types of customers
- Manage high workload with quick accurate responses to customer inquiries
- Be able to communicate confidently and effectively.
- Work as part of a close customer service team to provide an exceptional customer experience

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