Customer Service Associate IV

Job description

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.

Job Requirements:

• 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.