SUPV II Customer Service

Supervisor Customer Solutions Support will be responsible of a team of Associates for supporting all Customer Service-related tasks of the TE Order-to-Cash Process playing a key role in the whole business success. The team will support the whole America Customer Solutions, intercompany business. He/She must get the new tasks for the team and support transition smoothly. This role requires cross functional support by which the team gain process knowledge. Supporting all kind of TEOA initiatives and track daily key KPIs and ensure 100% quality.

RESPONSIBILITIES:

Managing customer service teams
Analyze and identify the right trainings based on their expertise and skill set
Identify the high potential and critical talents and set the career path
Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
Interact with internal stake holders on a regular basis
On-board new employees and ensure they get the trainings
Set the right KPIs and developmental goals for the team
Ensuring a daily Performance Improvement Management with team
Analyzing monthly VOC and defining appropriate actions
Evaluating performance and behavior by conducting 1:1 meeting.
Taking necessary actions if there is any deviation in performance or behavior.
Conducting root cause analysis for the customer escalation and taking corrective and preventive actions
Identify and create the back up for supervisor of the respective team
Driving TEOA according to Star Level Requirements and supporting continuous improvement projects (Kaizen Events, Six Sigma Projects)
Driving team initiatives to keep motivation and performance on a high level
Share monthly reports summarizing the assigned teams performance.

QUALIFICATIONS EXPERIENCE / KNOWLEDGE:

Graduation in any stream & Shift timing from 9:00 PM to 6:00 AM.
Minimum 7-9 years of work experience in Customer Service environment Order management domain. Hands on experience in SAP is preferred
Knowledge in the Supply Chain Processes
Expertise in the SAP SD / MM module
Minimum 2 years of team managing experience.

MOTIVATIONAL/CULTURAL FIT:

Exceptional Management skills.
Excellent verbal and written communication skills.
Extensive knowledge of customer service procedures and principles.
Organized with attention to detail.
Strong at Problem Solving and Decision-making skills
Critical thinking skills
Ability to coach and mentor customer service representatives.
Knowledge on quality tools. (Certified GB preferred is added advantage)