Supv Customer Service

POSITION    : Associate Manager – Customer Solution Lead (Frontend and Outbound Logistics)

LOCATION   : Pune

BU                : Auto BUSINESS UNIT (TRANSPORTATION SOLUTION)

COMPANY

TE Connectivity Ltd. is a $17.3 billion global technology and manufacturing leader creating a safer, sustainable, productive, and connected future. For more than 80 years, our connectivity and sensor solutions, proven in the harshest environments, have enabled advancements in transportation, industrial applications, medical technology, energy, data communications, and the home. With 80,000 employees, including more than 8,000 engineers, working alongside customers in approximately 140 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com

BU / FUNCTION DESCRIPTION – Auto BUSINESS UNIT (TRANSPORTATION SOLUTION) deals with customers in passenger vehicle manufacturing, they serve all India harness makers and direct OEMs in this segment across India.

ROLE OBJECTIVE

This position is in a fast-paced business environment for B2B customer support team, where in you will handle escalated customer care issues either through direct personal action or by escalating to the proper individual/department. You will need to Coordinate with resources for the resolution of system related problems and provide specific feedback to other departments to aid all open issues. This responsibility includes collaboration between both on site and virtual resources as necessary. You will also be a partner on the process improvement projects, developing training material, reports and lead implementation as necessary.

RESPONSIBILITIES

Frontend:

1. Lead the region for overall CS parameters


2. People Management - Accomplishes department objectives by managing staff; planning and evaluating day to day activities & workload communicating job expectations, monitoring, and appraising business results. Coaches, counsels, and disciplines employees.


3. Order Management - Will handle issues in import, exports and local customers, Sales order and planning process, i.e, from order entry, daily schedule review, shipment processing, invoicing & logistics coordination.


4. Commercial Management: maintaining correct price lists in SAP & quotations back up of all accounts, Receivables Management – Timely closure of credit and debit note request


5. Forecast Management: forecast gathering assistance, analysis & mapping customer wise part wise performance.


6. Customer visits: Representing TE at leading harness makers to give necessary support where required including forecast fluctuation, shortage / expedition order support, returns, credit/debit & Account Receivable  


7. Stake holder management: To coordinate with global and local functions & Support the regional Sales and CS managers in activities to ensure an enhanced customer experience.


8. Situation handling: Evaluates situations that impact operations and decide level of support and response required.


9. Outbound Logistics: End to end monitoring of shipment deliveries from warehouse to customer post Delivery creation


10. KPI’s Key performance indicators: Outbound Freight, Inventory, Pricing discrepancy, Customer satisfaction, Forecast accuracy, On time delivery, Lates & process optimization projects

EDUCATION/KNOWLEDGE

• Any Graduate degree

CRITICAL EXPERIENCE

• 10+ years of experience minimum


• Proficient in Excel, SAP/ SD, customer portal.


• Preferable currently 6 days working


• Experience of supervision, project handling & performance management


• Extensive transactional working experience in manufacturing industry under CS / Supply chain.


• Should have handled Indian based customers for at least 5 years, Front facing customer handling.


• Experience of effective collaboration in multiple regional teams set up & stakeholder management


• Previous experience from automotive / service industry preferred.

COMPETENCIES

• Expert /functional domain knowledge in order management, forecasting, supply chain, inventory & freight management


• Knowledge of MIS Reporting and Analysis tools such as: Microsoft excel, power BI, tableau


• Knowledge of lean, six sigma principles / tools


• Good level of soft skills pertaining to customer support.

MOTIVATIONAL/CULTURAL FIT

• Passion for Problem Solving


• Mentor / coaching, driving KPI’s


• Passion for people interaction & teamwork


• Results driven


• Clear and concise communication


• Drive for innovation