The Customer Service Associate (CSA) is a vital role dedicated to building and maintaining robust customer relationships, ensuring total satisfaction, and driving improvements in customer experience. Acting as the primary interface between the company and customers, this position oversees a wide array of pre-sales and post-sales functions, ranging from managing inquiries and orders to resolving complex issues. The CSA liaises with internal teams to deliver exceptional service and works collaboratively to strengthen customer loyalty and optimize sales performance.
This position may involve working with technical data subject to export control regulations and requires compliance with applicable laws. This is a Hybrid position.
Order and Service Management:
• Process customer orders, changes, returns, and quotes in SAP or similar systems.
• Review and ensure compliance with customer terms, quality requirements, and contractual obligations.
• Oversee scheduling agreements, monitor critical shipments, and expedite orders as required.
Customer Success and Performance Improvement:
• Drive initiatives for Extraordinary Customer Experience (ECE) and satisfaction metrics like STR, CES, FCR, and NPS.
• Conduct root-cause analysis of issues and implement corrective actions to improve service delivery.
• Identify opportunities for streamlining processes and eliminating inefficiencies.
Technical Support and Problem Resolution:
• Address technical inquiries using internal resources, and provide alternative solutions when necessary.
• Investigate and resolve customer issues related to delivery, price, and quality.
• Collaborate with Key Account Managers and other stakeholders to meet on-time delivery and operational goals.
Cross-Functional Collaboration and Continuous Improvement:
• Represent the "voice of the customer" to internal teams, facilitating effective communication and alignment.
• Participate in training sessions, process improvement initiatives, and cross-departmental projects.
• Mentor and support new team members to enhance team capabilities
Required Qualifications and Skills:
• Bachelor’s degree preferred or minimum 3 years of experience in a customer service/account management role, preferably in a B2B industrial environment.
• Proficiency in Microsoft 365 tools (Excel, Word, PowerPoint, etc.) and SAP or other ERP systems.
• Strong interpersonal, communication, and organizational skills with an emphasis on customer orientation.
• Demonstrated ability to manage multiple tasks, meet tight deadlines, and work with minimal supervision.
• Excellent analytical skills and process improvement focus, including familiarity with Lean principles.
• Flexibility to travel 10-25% of the time for customer meetings, audits, and business reviews.
Building Effective Teams
Managing and Measuring Work
Motivating Others
SET : Strategy, Execution, Talent (for managers)
Values: Integrity, Accountability, Inclusion, Innovation, Teamwork
ABOUT TE CONNECTIVITY
TE Connectivity is a global industrial technology leader creating a safer, sustainable, productive, and connected future. Our broad range of connectivity and sensor solutions enable the distribution of power, signal and data to advance next-generation transportation, renewable energy, automated factories, data centers, medical technology and more. With more than 85,000 employees, including 8,000 engineers, working alongside customers in approximately 140 countries. TE ensures that EVERY CONNECTION COUNTS. Learn more at and on LinkedIn , Facebook , WeChat, Instagram and X (formerly Twitter).
COMPENSATION
• Competitive base salary commensurate with experience: $46,800 – $70,200 (subject to change dependent on physical location)
• Posted salary ranges are made in good faith. TE Connectivity reserves the right to adjust ranges depending on the experience/qualification of the selected candidate as well as internal and external equity.
• Total Compensation = Base Salary + Incentive(s) + Benefits
BENEFITS
• A comprehensive benefits package including health insurance, 401(k), disability, life insurance, employee stock purchase plan, paid time off and voluntary benefits.
EOE, Including Disability/Vets
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