MGR II CUSTOMER SERVICE
TE Connectivity
Bangalore KA, IN,
5d ago

Job Overview

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.

The Customer Services organization is part of the Customer Journey Management Team Channel Business Unit, Customer Journey Management is a global and diverse team with more than 460+ employees globally.

They service both Customers and Distributors and account for $4B (USD) annual revenue.

Responsibilities & Qualifications

The Customer Care Manager for the India region is responsible for developing and driving transformational customer centric strategies geared around delivering extraordinary customer experiences and continuing the transformation of our organization.

This role is primarily responsible for leading a team of Customer Solution Consultants and various supporting groups to deliver superior outcomes.

In addition, the Manager will manage stakeholders from various Business units to ensure a strong cadence of communication and build confidence in our abilities to service their customers.

The Manager provides strategic insight and day-to-day direction for the Customer Solution Consultant teams based on industry knowledge and customer service requirements.

Working in a fast-paced environment, the Manager is responsible for delivering a level of service which builds strong customer relationships to make TE the supplier of choice.

The Manager is responsible for the continuing development of all associates in the department. The Manager utilizes his / her business acumen to recognize new business and servicesopportunities and prevent the loss of existing business.

The Manager must handle multiple job assignments including special projects as assigned

The Customer Care Manager must possess strong talent management and development skills to provide our customers with an extraordinary experience while creating an environment where our employees feel valued.

TEOA is our company-wide operating and business management system utilizing Six Sigma and Lean tools that help us work smarter and operate leaner.

The Customer Care Manager will drive the TE Operating Advantage (TEOA) program in Customer Care. And focus on continuous improvement to deliver better quality and personalized service to our customers.

Organizational alignment / reporting line :

The position is based in Bangalore, India and reports to theHead - Customer Journey Management ,India who’s based in the India

Key Performance Measurements :

  • Extraordinary Customer Experience (Customer Effort Score & NPS)
  • Select Revenue
  • First contact resolution
  • TEOA - Efficiency / Productivity Improvement
  • Employee Engagement
  • Key Tasks

  • Responsible to manage and drive the Extraordinary Customer Experience by effectively coaching their multiple teams of more than 75 professionals across geographies.
  • Establish and execute the India Customer Care strategy to align with overall Customer Journey Management strategy.
  • Will lead and champion the lean transformation of Customer Journey Management team through TEOA
  • Drive Operational Excellence through disciplined execution.
  • Engage, Develop and Grow talent throughout the Customer Journey Management Team.
  • Lead large complex projects cross-functional and cross-regional.
  • Champions to drive KPI improvements with alignment to corporate policies, procedures and standards
  • Work closely with the other regional Customer Care Manager s to roll-out global initiatives.
  • Responsible for achieving specific departmental objectives and assisting in meeting sales goals
  • Monitor day to day activities to ensure team members fulfil their responsibilities
  • Understand and enforce company policies, procedures and changes; remove obstacles when necessary
  • Recommend new and revised procedures and / or practices relating to area of responsibility and drive implementation as necessary
  • Resolve serious delivery / expediting problems. May be required to deliver formal presentations to explain such services and steps taken to resolve problems.
  • Final authority in resolving customer complaints and problems not resolved through normal channels

  • As requested by management, prepare information relating to business conditions reflecting on the possible needs for additional resources (people), material and equipment based on backlog, new order input and expediting conditions
  • Interface with Supervisors to ensure full understanding of their Customer Care needs and expectations.
  • Liaise between sales and plant / supply chain / logistics to achieve delivery and sales performance KPIs.
  • Required Qualifications, Experiences, Skills and Knowledge :

  • Previous experience working in a capacity, or with consultants on customer experience and customer care transformational efforts is highly desirable
  • Proven success records of transformational efforts in Customer Service / Care
  • Proven experience of leading large and multi layered teams
  • 5+ years of professional experience in multi-national Customer Care or Sales operations roles
  • Demonstrated experience in working effectively and directly with all levels of the organization
  • Industry specific experience is a plus
  • Six Sigma Green Belt or more is a plus
  • Bachelor’s / Master’s Degree
  • Exceptionally fluent in English (both written and oral) with ability to work in global setting
  • Flexibility to travel when required
  • Customer centric’ and Sales mind-set
  • Strategic thinker with Business Acumen
  • Global environment savvy
  • Drives talent growth
  • Result oriented
  • Analytical and Problem-solving skills
  • Strong communication, persuasion and interpersonal skills
  • Ability to establish strong business relationships
  • Ability to influence without authority
  • Ability to work in a diverse team
  • Flexibility
  • Competencies Building Effective TeamsMotivating OthersManaging and Measuring WorkValues : Integrity, Accountability,Teamwork, InnovationSET : Strategy, Execution, Talent (for managers)

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