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 and authority**:
- Main point of contact between customer and TE
- Responds to customer inquiries in timely manner (RMA, status, delivery, etc.), resolves production scheduling and shipping or invoicing problems, supports liability determination, with the support of cross functional teams.
- Demonstrate proactiveness and TE values (Accountability, Teamwork, Innovation and Integrity) following Standard Work and Company´s objectives to assure Extraordinary Customer Experience.
- Assist in relevant management roles, to demonstrate leadership as it applies to their responsibilities in Integrated Supply Chain.
- Interact with Company´s customers and / or representatives of the pre-sale or post-sale service function.
- Ensure the follow-up of on time shipments for customers and leading Customer Expedite requests.
- Follow the escalation process established for critical issues.
- Execute and monitor full Order Bank process.
- Review and track past dues.
- Follow up actions to achieve Key Performance Indicators
- Review, follow up and control of the customers portals (daily including weekends).
- Channels customers complaints, requests and claims.
- Investigates and solves customers complaints.
- Follow up and ensures shipments on requested dates.
- Process manual ASN´s through J-Com portal for expedited shipments.
- Process expedites shipments through XPO portal
- Responds to internal and external customer inquiries in a timely manner.
- Demonstrate proactiveness and TE values (Accountability, Teamwork, Innovation and Integrity) following Standard Work and Company´s objectives to assure Extraordinary Customer Experience.
- Ensure the follow-up of returnable dunnage in transit from Customers to TE Plants using the available tools (SAP and Customer portals).
- Follow the escalation process established for critical issues.
- Channels customers' complaints, requests, and claims regarding returnable dunnage
**What your background should look like**:
- **Education**:Bacherlor's degree related to the position.
- **Experience**:2 years of experience as Customer Service or related.
- **Desirable experience and knowledges of the Automotive industry.**:
- **English**: Advanced.
**General information**:
- Type of role: #LI-Hybrid
- Travel: Less than 10%.
- Location: Hermosillo, Sonora.
**Competencies**:
- Values: Integrity, Accountability, Teamwork, Innovation
