Customer Service Specialist

5 days ago

Berkeley Vale, Australia 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.

**What your background should look like**:

- Respond to customer technical enquiries with information provided from Hub TSE’s and/or Product Management.
- Update key accounts with regular order status reports.
- Manage the qualified lead process, converting targeted leads into active opportunities
- Identify new business opportunities and engage with relevant team members to close opportunities
- Help clients identify additional needs from our product portfolio
- Work closely with the Industrial & Utility sales teams as required
- Review the Daily Booking Reports - Commercial and Scheduling and check for order entry accuracy, highlight problems with gross margin to Finance 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, includes purchase requisitions (non-capital), goods return advice, and requests for credit. Ensure approval by the appropriate level as defined in the Authority List.
- Attend the monthly Hub meetings chaired by the Supply Chain Manager & Sales Manager for updates on sales performance and Key Account Customer sales strategy. Be prepared to discuss the lost quotes file and 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.
- Assist in the management of period contracts.
- Be involved in continuous improvement programmes that are aimed at achieving excellence in customer service.
- At all times act in the best interest of both internal and external customers.
- Monitor the customer quotation filing system including follow-up of outstanding possible record quotations in the pending file. Document quotation outcomes won or lost, and where pricing details on lost quotations.
- Ensure all relevant sales documentation is forwarded to authorised personnel for filing.
- 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.

**Qualifications and Skills-**:

- Secondary Education Level
- Trade background advantageous
- Previous sales / customer service experience
- The ability to adapt to different types of customers
- Ability to organise self and manage multiple tasks.
- Be able to communicate confidently and effectively

**Competencies**:

- Values: Integrity, Accountability, Teamwork, Innovation

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