CUSTOMER SERVICE SPECIALIST I

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

Job Overview

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.

Job Description

Quote and Order Management

Interface with Customers for Quote request or Price inquiries and approval

Submit quotation request for pricing team approval.

Sales order entry, order confirmation & expediting orders.

Order change and backlog price adjustment

On-going Backlog Management

Shipment release and follow up

Report and support past due backlog reduction

NPI - follow up with PM/Plant/Finance for part master and cost setup

Handle Sample order

Process RMA / Goods replacement

Customer Service

Handle customer enquiries & complaints. Investigate and work with other departments to resolve customer issues in a timely manner.

Emails/Conference calls / Customer and TE Plant Visits for critical delivery issues, expedition or projects.

Work out solutions on Customer’s special requirements, such as label, Customs process, packing & etc.

NPS/VOC/Customer Service Survey Improvement Process. Identify and work on corrective actions to recurring issues.

Customer Supply Chain Management

Initiate Stock Requisition for customer advance order or buffer stock.

Work with Planning team on capacity adjustment in order to fulfill Customer’s demands

Consignment Stock Management/ Customer demand forecast monitoring and accuracy analysis

Manage customer forecast/demand and inventory level, work with Supply Chain to fulfill customer demand.

Negotiate with Customer for VMI liability and deadstock compensation.

Resolve logistics and custom issues with relevant functions

Customer Credit and Billing Management

Billing attainment

Follow up queries with Account Receivable

Coordinate with Finance and Customer to solve pass due invoices issue

Manage customer credit status & escalate for any abnormal status

Apply credit release

Process Credit note / Debit Note

Competencies requirements:
Customer Focus.

Excellent communication skill. Able to interact with internal and external partners.

Problem solving skills

Team player with positive attitude.

Proactive, responsible and takes ownership of issues.

Able to work under pressure.

Self-motivated, independent and able to work with minimum supervision

Sense of urgency, analytical and able to multi-task under fast paced environment.

Quote and Order Management

Interface with Customers for Quote request or Price inquiries and approval

Submit quotation request for pricing team approval.

Sales order entry, order confirmation & expediting orders.

Order change and backlog price adjustment

On-going Backlog Management

Shipment release and follow up

Report and support past due backlog reduction

NPI - follow up with PM/Plant/Finance for part master and cost setup

Handle Sample order

Process RMA / Goods replacement

Customer Service

Handle customer enquiries & complaints. Investigate and work with other departments to resolve customer issues in a timely manner.

Emails/Conference calls / Customer and TE Plant Visits for critical delivery issues, expedition or projects.

Work out solutions on Customer’s special requirements, such as label, Customs process, packing & etc.

NPS/VOC/Customer Service Survey Improvement Process. Identify and work on corrective actions to recurring issues.

Customer Supply Chain Management

Initiate Stock Requisition for customer advance order or buffer stock.

Work with Planning team on capacity adjustment in order to fulfill Customer’s demands

Consignment Stock Management/ Customer demand forecast monitoring and accuracy analysis

Manage customer forecast/demand and inventory level, work with Supply Chain to fulfill customer demand.

Negotiate with Customer for VMI liability and deadstock compensation.

Resolve logistics and custom issues with relevant functions

Customer Credit and Billing Management

Billing attainment

Follow up queries with Account Receivable

Coordinate with Finance and Customer to solve pass due invoices issue

Manage customer credit status & escalate for any abnormal status

Apply credit release

Process Credit note / Debit Note

Competencies requirements:
Customer Focus.

Excellent communication skill. Able to interact with internal and external partners.

Problem solving skills

Team player with positive attitude.

Proactive, responsible and takes ownership of issues.

Able to work under pressure.

Self-motivated, independent and able to work with minimum supervision

Sense of urgency, analytical and able to multi-task under fast paced environment.

What your background should look like:

Competencies

Values: Integrity, Accountability, Inclusion, Innovation, Teamwork

Location: 

BAYAN LEPAS PENANG, 07, MY, 11900

City:  BAYAN LEPAS PENANG

State:  07

Country/Region:  MY

Travel:  Less than 10%

Requisition ID:  126232

Alternative Locations: 

Function:  Customer Service

Job Segment: Logistics, Pre-Sales, Supply Chain, Supply Chain Manager, Operations, Sales, Customer Service