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Sr. Manager, Customer Care

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TE Connectivity
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Sr. Manager, Customer Care
 
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Location: Middletown, PA 17057

 

Job Category: Customer Support/Client Care

Career Level: Experienced (Non-Manager)

Job Description
 

The Customer Care Manager leads the department to ensure extraordinary customer satisfaction. They provide strategic insight and day-to-day direction for one or more Customer Care teams based on industry knowledge and customer care requirements. Working in a fast-paced environment, the Manager is responsible for delivering a level of service which builds strong customer relationships in order to make TE the supplier of choice. The Manager is responsible for the continuing development of all supervisors and associates in the department and for the application of all knowledge and skills in service to the customer. The Manager is responsible for the identification of candidates promotable to positions of greater responsibility within TE. The Manager utilizes their business acumen to recognize new business opportunities and prevent the loss of existing business. The Manager must have the ability to handle multiple job assignments including special projects as assigned.

This position will be located at 2800 Fulling Mill Road and will report directly into the DataComm Vice President of Global Sales.

Responsibilities

  • Help determine the strategic direction of the Global Customer Care function
  • Drive business unit tactics that support corporate strategies and execute hitting goals and KPIs.
  • Responsible for achieving specific departmental objectives and assisting in meeting sales goals.
  • Negotiate directly with Vice Presidents, Directors and Managers, both internally and externally, to establish customized services in the interest of increasing sales and profits. Obtain cooperation from Production Control, Pricing, Marketing, Traffic, Engineering, etc.
  • Team with fellow Customer Care Managers, sales associates and other TE employees to implement sales improvement plans, continuous improvement efforts and other strategic and tactical initiatives.
  • Resolve serious delivery/expediting problems. May be required to deliver formal presentations to explain such services and steps taken to resolve problems. Final authority in resolving customer complaints and problems not resolved through normal channels.
  • Utilize working knowledge of the operational and technical functions of the Customer Care department to ensure proper procedures are followed.
  • Monitor day to day activities to ensure that Supervisors and team members fulfill their responsibilities.
  • Drive Operational excellence through disciplined execution
  • Represents TE Customer Care at Customer Visits to build higher-level relationships
  • Support site sales Initiatives, champions to drive KPI improvements with alignment to corporate policies, procedures and standards (including TEOA)
  • Serve as a positive role model, setting standards for performance/behaviors, attitude and professionalism.
  • Hold Supervisors and front-line employees accountable to meeting goals for performance and behaviors.
  • Coach and develop employees, including coach the coach activities.
  • Utilize tools and programs to ensure a positive team atmosphere and high morale.
  • Understand and enforce company policies, procedures and changes.
  • Manage continuous improvement through various quality programs, Six Sigma, Performance Matters, Call Management System and Delivery Scorecard and ensure team is aligned to support programs.
  • Recommend new and revised procedures and/or practices relating to area of responsibility and drive implementation as necessary.
  • Visit customers at their locations and trade shows to build higher level relationships. Present the Customer Care operation to TE executives and customers visiting TE. Attend district sales meetings to identify issues and increase sales. Represent the customer's point of view during internal decision making processes.
  • Manage the human resources within the business unit, including staffing levels. Evaluate direct reports and front line associates through daily observation and the annual evaluation process and decide upon promotions, transfers, merit increases and disciplinary action.
  • Work with the Customer Care Supervisors to ensure a high service level is being maintained for our customers as well as an even distribution of work load.
  • As requested by top management, prepare information relating to business conditions reflecting on the possible needs for additional resources (people), raw material and equipment based on backlog, new order input and expediting conditions.
Competencies/Skills:
  • Strategic Thinker with Business Acumen
  • Result Oriented
  • Ability to multitasking and prioritization
  • Analytic and problem solving skills
  • Strong Communication/ Persuasion/ Interpersonal skills; ability to establish strong business relationships
  • Perseverance
  • Talent developer
  • Consultative skills
  • Ability to influence without authority
  • Flexibility

Experience and Education

Required
  • Bachelor's Degree in related field (MBA a plus)
  • 10+ years in related field with 5+ years supervisory or management experience
  • Demonstrated ability to support and effectively drive change within an organization
  • Understanding and working knowledge of call service technologies, standard Customer Service practices, budget processes and cost savings initiatives
  • Demonstrated success of building effective teams, influencing, developing, and engaging employees
  • Systems experience with SAP and Salesforce.com required; Elequa a plus
  • Navigational ability of PC and various software programs
  • Demonstrated ability to drive performance management and coaching methodology and "coach the coach" to elevate the level of coaching within the organization

Preferred
  • Formal supervisory or management training and experience
  • Project assignments with higher levels of impact and accountability
  • Familiarity with project management methodology

 
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