Customer Service Specialist Ii

2 weeks 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.

**Responsibilities**:

- 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.

**Job Requirements**:

- 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

**Competencies**:

- Values: Integrity, Accountability, Inclusion, Innovation, Teamwork

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