Customer Service Excellence Specialist

1 week ago

Berkeley Vale, New South Wales, Australia TE Connectivity Full time
About TE Connectivity

We're a leading global technology company dedicated to connecting the physical and digital worlds. Our solutions enable our customers to achieve greater efficiency, safety, and sustainability.

Job Overview

Our Customer Service Teams are at the forefront of delivering exceptional customer experiences. As a Customer Service Specialist II, you'll be working closely with customers, sales teams, and internal stakeholders to handle pre-sales or post-sales service functions.

You'll be responsible for managing incoming customer orders, responding to technical inquiries, updating key accounts on order status, and working collaboratively with other teams to support customer needs.

Key Responsibilities
  • Manage incoming customer orders, phone, and email enquires relating to price, delivery, and product selection.
  • Respond to customer technical enquiries with information provided from Hub TSE's and/or Product Management.
  • Update key accounts with regular open order status reports.
  • Work closely with Industrial and Utility 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 the 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 (KAC), proactively feedback rescheduled delivery information to the customer as advised by the 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 DOA.
  • Attend the 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 TE's internal procedures and policies.
  • At all times act in the best interest of both internal and external customers.
  • Support CSS other team members as required.
  • Ensure all relevant sales documentation is filed accurately to align with TE CRD Order Management Policy.
  • Ensure customer returns (RMA's) are managed from initial enquiry through to credit issue.
  • Ensure adequate notice of absence is provided to allow coverage of the role.
Requirements
  • Secondary Education Level.
  • High proficiency with SAP Microsoft & MRP applications.
  • 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.
Salary Range

$55,000 - $70,000 per annum, depending on location and experience.

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