Customer Service Associate V

il y a 4 jours

Tunis, Tunis, Tunisie TE Connectivity Temps plein

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

Works collectively with all aspects of the Supply Chain to ensure the customer's needs are met in a timely manner.

Job Requirements
  • Collaborate with Sales and CSSC to create and regularly update quotes.
  • Monitor incoming orders via EDI, including daily workflow management and resolving blocked IDOCs.
  • Coordinate manual order entry with the support of CSSC.
  • Review and resolve order blocks daily, implementing improvement actions to prevent recurrence.
  • Resolve incomplete orders and take action to avoid future issues.
  • Update customer profiles and master data, including cross-references.
  • Collaborate with other departments like Finance and Sales to follow up on open disputes or invoices, including creating credits with CSSC support to ensure optimal accounts receivable results.
  • Manage return creation with CSSC support and follow up on aged open returns.
  • Work on backlog reports daily to ensure timely escalations, provide early warnings to customers, and achieve optimal STR performance.
  • Escalate issues promptly to planning and Customer Service Management to avoid high-cost premium freight and line stoppages.
  • Review STR performance for both CSR and customers, implementing improvement actions as needed.
  • Analyze billing and booking reports to understand customer behavior and performance, reporting findings to Customer Service Management.
  • Participate in daily GO-Meetings, raising any issues or improvement ideas.
  • Utilize TEOA tools to maintain high-quality standards.
  • Review and resolve consignment workflows daily.
  • Use E-commerce or Startec for accessing drawings and providing minimal technical support.
  • Review past backlog forecasts, addressing and improving actions to prevent recurrence.
  • Follow up regularly on drop shipment orders.
  • Actively participate in weekly team and TEOA meetings.
  • Conduct regular meetings with Sales and Marketing for information exchange and to initiate improvement actions.
  • Review customer satisfaction results monthly with Management and TEOA practitioners, implementing actions to deliver an exceptional customer experience.
  • Work on customer service KPIs.
  • Communicate internally with departments such as Sales, Finance, Pricing, Warehouse, Planning, and Customer Supply Chain.
  • Communicate externally with customers, carriers, and warehouses.
  • Address and follow up on LTSD needs with CSSC support.
What your background should look like

Professional Experience :

  • Commercial education
  • Experience in Customer Service of min 2 years is desirable

Special Qualifications, Knowledge and Skills :  

  • PC knowledges in SAP, MS Office, Lotus Notes
  • Good skills in english language are required, further languages desirable
  • Very good customer and service orientation required
Competencies Values: Integrity, Accountability, Inclusion, Innovation, Teamwork

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