Customer Service Specialist I

2 semanas atrás


Évora, Portugal TE Connectivity Tempo inteiro

Customer Service is the voice to and from the customer. Every CSR is responsible for support towards the customer.

**Your tasks**:

- Creation and regular follow up of quotes in collaboration with Sales & ICS India
- Monitoring of Order income via EDI including daily workflow control and resolution of blocked IDOCS
- Coordination of Manual Order entry with support of ICS India
- Daily review and resolution of blocks including improvement actions to avoid re-occurrence
- Daily review and resolution of incomplete orders including improvement actions to avoid re-occurrence
- Updating of Customer Profiles & Customer Master including x-references
- Follow up on open disputes /invoices with other departments like finance & Sales including credit creation with support of ICS India to ensure best possible A/R results
- Creation of returns with support of ICS India and follow up on aged open returns
- 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
- Review of billings/bookings reports to ensure best possible understanding of Customers and performances including report back to CS Management
- Participation in daily GO-Meetings and highlighting of issues and improvement ideas
- Usage of TEOA Tools to ensure high quality standards
- Review of Forecast in the past Backlog including resolution and improvement actions to avoid re-occurrence
- Regular follow up of drop shipment orders
- Active participation in weekly team and TEOA meetings
- Regular Meetings with Sales & Marketing for information exchange and initiation of improvement actions
- Monthly review of Customer Satisfaction results with Management and TEOA practitioner including improvement actions to deliver best in class Customer Experience
- Working on Customer Service KPI´s
- Internal communication with various departments like Sales, Finance, Pricing, WH, Planning & Customer Supply Chain
- External communication with Customers, Carriers & WH
- Addressing the need and consequent follow up for LTSD with support of ICS India

**What your background should look like**:

- Commercial education
- Experience in Customer Service of min 2 years is desirable
- PC knowledges in SAP, Outlook, Microsoft Office
- Fluent in English
- Fluent in another European language except Portuguese
- Very good customer and service orientation required

**Competencies**:

- Values: Integrity, Accountability, Teamwork, Innovation



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