Customer Service Specialist Ii

hace 2 días

Heredia, Costa Rica TE Connectivity A tiempo completo

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.

**About the position**:
**Essential Functions**:

- Coordinates customer/TE Medical Products relationship.
- Supports the clear and effective communication of customer expectations to the organization and demands accountability for performance to agreed operational level agreement to meet our service commitments.
- Ensures customer report cards and JIT/MLA/Kanban agreements are summarized and understood.
- Independently, or as a team member, investigates and resolves customer issues (delivery, price, quality, product and tooling information, etc.).
- Takes complete ownership of problem resolution.
- Utilizes business knowledge to recognize sales opportunities and prevent the loss of existing business.
- Provides timely, accurate, complete responses to customer or sales inquiries.
- Teams with Field Sales, Business Segment Managers, Operations and other TE functions to satisfy customer requirements.
- Provides information and analysis on customer and market trends to Business Segment Manager.
- Develops and presents strategies for addressing strategic customer issues, competitive threats, or to gain additional business.
- Coordinates meetings and general information exchange between customer and TE Medical Products.
- Is an active participant in customer visits to TE facilities and makes visits to customer locations when required.
- Represents the customer’s point of view during internal decision-making process.
- Assists Product Management in development of quotation proposals.
- Ensures accuracy of information in system, including requesting customer drawings and/or latest revision levels.
- Works with customer and Sales to prepare and monitor monthly sales forecast by customer and product.
- Solicits bookings to support committed bookings level.
- Provides analysis on forecast and actual trends, and regularly communicates issues and implications to Operations and Business Segment Managers.
- Initiates formal NPI team activity and prepares initial information on new product order opportunities.
- May lead NPI teams.

**Required Experience, Knowledge, Skills, Abilities or Education**:

- Minimum 3 years in sales, marketing, scheduling or customer service related position, preferably in a manufacturing organization or related technical experience.
- BA or BS preferred.
- Basic knowledge of served market, products and key performance requirements for the market. - Ability to translate company goals to action plans for customer order management.- Basic knowledge of materials planning and order entry logic.
- Basic knowledge of accounting principles to ensure accurate paperwork for customer invoicing.
- Basic understanding of cost accounting to analyze product cost,
- Ability to review a P&L statement.
- Knowledge of ISO quality systems requirements.
- Ability to audit conformance to procedures.
- Ability to use MRP system, EDI system.

**Competencies**:

- Values: Integrity, Accountability, Teamwork, Innovation

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