Customer Service Specialist

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.

The role is to be based on-site, in Braintree, UK. The Customer Service Specialist is responsible for establishing and maintaining customer business relationships to provide total customer satisfaction. Their role is to serve as the primary point of contact for all customers in their country/region and are the liaison between those customers and all internal points of contact. The role incorporates a variety of pre- and post-sales activities, including specialist ownership of the targeted customers. This position will be based in the Braintree office.

Your main tasks:

• Process customer orders, schedules, and order changes according to TE/local functional policies & procedures.
• Attend team meetings, bringing valuable updates to management and colleagues.
• Provide timely and accurate information to incoming customer order status and product knowledge requests.
• Process customer returns according to the established process, ensuring adherence to the DOA approval process.
• Use knowledge of business processes and TE network to effectively solve general customer issues, improving customer effort score.
• Support account managers with customer-specific information.
• Monitoring of Order income via EDI including daily workflow control and resolution of blocks.
• Daily working on backlog report to ensure timely escalations, early warning to Customers and best possible STR performance.
• Timely escalations towards planning and Customer Solutions Management to avoid high cost premium freight and line stoppages.
• Review of STR Performance by CSR & Customer including improvement actions.
• Focused effort on strengthening customer relationships by efficiently liaising with internal points of contact.
• Commitment to supporting cross-functional ECE and collaboration.
• Identify and communicate potential actions and improvement (TEOA) projects that will raise customer satisfaction levels or increase productivity. If approved by leadership, support the implementation.
• Demonstrate ability to manage customer’s expectations when needed.
• Ensure compliance with TE’s Ethical conduct and policy.
• Committed to the highest safety standards.
• Own and maintain individual competency assessment, to identify areas of strengths and gaps in learnings, create and maintain training & development plans accordingly.
• Support finance targets by assisting team in clearing customer credit holds and invoice queries.
• Good understanding of departmental goals and KPI targets, and commitment to achieve said targets.
• Work alongside Account Managers to understand and support customer challenges and demands and identify/implement risk mitigation for targeted customers.
• Understanding of and adherence to local Audit requirements, Customer Service Policies and Standard Work Procedures.
• Support and understand Legal, Quality, Trade & Export business requisites, including being the main contact/admin for completion of export documentation (with support from GTS).
• Support visits from targeted customers and follow-up actions.

Your ideal profile:

• Proficiency in ERP preferable.
• Proficiency in Microsoft 365 (Outlook, Excel, Word, PowerPoint, etc.)
• Strong Customer service/account management knowledge and experience required (5+ years).
• Excellent written and spoken English. Multilingual advantageous.
• Strong analytical skills.
• Ability to work well by yourself and be disciplined and organised to manage a demanding workload.
• Ability to work with all levels within the business.
• Attention to detail including policies and procedures.
• Excellent interpersonal and communication skills to support elevated exposure to projects.
• Solutions orientated and process improvement focused.
• Understanding of Lean concepts and application of said concepts.