Customer Service Specialist

3 days ago

China TE Connectivity Full time CN¥4,000,000 - CN¥8,000,000 per year

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

Customer Care Specialist is the single point of contact for the assigned Customer account for operational issues and resolutions. Key responsibilities of this role are included:

Job Requirements

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
What your background should look like

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.
Competencies Values: Integrity, Accountability, Inclusion, Innovation, Teamwork

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