Customer Service Associate IV

Job description

Job Overview

This position serves as the central point of contact for assigned customer accounts, managing end-to-end operational requirements—from pre-order inquiries and quotations to post-order support and resolution. The role plays a critical part in driving customer satisfaction, loyalty, and operational excellence.

Customer Engagement

• Interact with customers via phone, email, and chat to provide timely, accurate, and professional support on products, services, quotations, order status, pricing, quantity discrepancies, and general inquiries.

Extraordinary Customer Experience (ECE)

• Deliver consistent, high-quality customer interactions to enhance the overall customer journey. Actively contribute to achieving key performance indicators such as STR, CES, FCR, and efficiency.

Issue & Escalation Management

• Proactively handle customer issues and escalations with a solution-oriented mindset, ensuring swift resolution and customer satisfaction while minimizing repeat contacts.

Product & Process Expertise

• Develop and maintain strong knowledge of TE Connectivity products, services, and processes to confidently support customer needs and provide value-added guidance.

Order & Case Documentation

• Accurately record customer interactions, cases, orders, and resolutions in CRM systems (e.g., SAP, Salesforce) to ensure data integrity and transparency.

Cross-Functional Collaboration

• Partner closely with Sales, Logistics, Supply Chain, Pricing, Finance, and Planning teams to ensure seamless service delivery and effective issue resolution.

Voice Support Operations

• Handle inbound and outbound customer calls using Cisco Webex and other communication platforms in a professional and customer-focused manner.

Continuous Improvement & Innovation

• Identify opportunities to improve customer service processes, reduce inefficiencies, and enhance the overall customer experience through proactive suggestions and initiatives.

Learning & Development

• Actively participate in training programs, knowledge-sharing sessions, and process improvement projects to continuously enhance skills and grow within TE Connectivity.

Compliance & Quality Assurance

• Ensure all customer service activities are executed in compliance with company policies, internal controls, and industry regulations, maintaining high standards of quality and professionalism. What your background should look like

Education

• Minimum bachelor’s degree in any discipline (Business, Commerce, or related fields preferred).

Experience

• Minimum 1–2 years of experience in a customer service, order management, or support role (B2B environment preferred).

Communication

• Good communication skills in Italian and excellent proficiency in both spoken and written English are mandatory.
• Prior experience working with international customers or global teams is an added advantage.
• Basic understanding of order-to-cash (O2C) or customer service processes is preferred.
• Willingness to work in a fixed shift (12:00 PM – 9:00 PM) and in a fast-paced corporate environment.

Skills

• Excellent verbal and written communication skills in Italian & English language.
• Strong problem-solving and analytical abilities with a customer-first mindset.
• Working knowledge of CRM/ERP tools such as SAP, Salesforce, or similar customer service systems.
• Ability to multitask, prioritize tasks, and manage time effectively in a high-volume environment.
• Strong attention to detail, accuracy, and organizational skills.
• Ability to handle customer escalations professionally and calmly.
• Good stakeholder management and coordination skills with internal teams (Sales, Logistics, Planning).
• Proactive, adaptable, and willing to learn new processes and tools.