Job Description
About the position 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 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. Responsibilities • Serve as the primary contact for assigned accounts • Provide timely responses to inquiries • Foster proactive communication • Build strong relationships through regular customer interactions, formal feedback surveys, and tailored meetings • Act as a liaison between customers and internal teams to resolve escalations, propose solutions, and drive process improvements • Process customer orders, changes, returns, and quotes in SAP or similar systems • Ensure compliance with customer terms, quality requirements, and contractual obligations • Oversee scheduling agreements and monitor critical shipments • Expedite orders as required • Drive initiatives for Extraordinary Customer Experience (ECE) • Monitor and improve satisfaction metrics such as 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 • 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 stakeholders to meet on-time delivery and operational goals • Represent the 'voice of the customer' to internal teams and facilitate effective communication and alignment • Participate in training sessions, process improvement initiatives, and cross-departmental projects • Mentor and support new team members and enhance team capabilities Requirements • Bachelor's degree preferred; High school diploma required • Minimum 3 years in customer service/account management role, preferably in a B2B industrial environment • Proficiency in bolthires 365 tools (Excel, Word, PowerPoint, etc.) • Experience with SAP or other ERP systems • Strong interpersonal abilities • Excellent communication skills • Robust organizational capabilities • Strong customer orientation Benefits • A comprehensive benefits package including health insurance • 401(k) • disability • life insurance • employee stock purchase plan • paid time off • voluntary benefits Apply tot his job