Customer Service Manager

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POST DATE 9/1/2016
END DATE 11/1/2016

TE Connectivity Kettering, OH

Kettering, OH
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree



The North America ICT Customer Service Manager will lead a Team 30 members and $400M of TE revenue. Our Team operates via a Customer point of use strategy from Kettering, OH and Empalme, MX delivering an Extraordinary Customer Experience to an integrated Direct and LADD/Distribution model.

The desired primary location for this position is Kettering, Ohio.

This is a full time position reporting directly to the Senior Manager - Global Customer Service ICT.


Key Responsibilities:

* Advance best in class Customer relations via Quality, Delivery, Innovation and Responsiveness.

* Lead TEOA Strategy, Process Transformation, Performance Improvement Management, Talent Development and Mind-set & Culture as the NA Site Leader.

* Enable & drive Customer Care skills proficiency enhancement via skills matrix development, employee assessment, training curriculum development and Trainer development.

* Ensure Operational Excellence of NA Team by means of: Order escalation, allocation, consignment, quote management.

* Enhance Customer alignment through cumulative discrepancy management, Customer portal & scorecard expectation awareness and actions, management of manual Customer forecast & firm requirements, Customer routing and set-up management as well as flawless support of Customers while implementing new systems.

* Optimize NA Customer self-serve capability.

* Represent Customer Care during Customer visits to build high level relationships and facilitate mutually beneficial projects.

* Develop relationship with all BU & TE functions to insure Team understands and strives to meet expectations of the Business on Customer Care.

* Partner with Sales to develop support opportunities which contribute to an Extraordinary Customer Experience. Examples: Shipping costs, Customer payment behavior (A/R residuals), ETC

* Collaborate with Customer Care Leaders and SD SAP TEIS to define and implement BDPs.


* Customer centric

* Strong decision quality

* Results driven

* Demonstrated commitment to talent development

* Strong communication & Interpersonal skills

* Demonstrated experiences of Innovation Management bringing the systems / analytics thoughts & input of others to fruition

* Practices attentive and active listening while demonstrating command skills so that timely solutions are obtained within a large & diverse organization

* Demonstrates high level of business acumen within Transportation Industry

* Analytical and strong problem solving skills

Qualifications and experience:

* Bachelor s degree preferred. Equivalent experience will be considered.

* 5 years relevant Customer experience management background required.

* Knowledge/understanding of Customer Relationship Management/CRM systems.

* Literacy in SAP, SCP, Demand systems, MS Office (particularly in Access databases) & Cognos preferred.

* Fluency in English required. English & Spanish preferred.

* Lean Business Process experience preferred.

* Ability to persevere in the presence of intense Customer & Organizational pressure.