Supervisor III CUSTOMER SERVICE

Shift : Flexible with any shifts

TE Connectivity''s Channel division collaborates with our distributor partners on TEs global distribution vision, strategy and business initiatives by aligning our goals to drive faster growth and better serve our mutual customers through the delivery of unsurpassed service and value. From marketing strategy, sales training and customer care to supply chain, pricing and new design engineering, TEs Channel division supports distributors throughout the entire sales process. Supporting all TE business units, Channel employees have the unique opportunity to gain a well-rounded understanding of the company. Channel owns the small customers for TE and works with a dedicated group of distribution partners to drive growth while delivering unsurpassed service and value to both TEs small indirect customers and distributors.

Objective:

The Team Leader will lead a team of Customer Service Specialists supporting TE Connectivity''s India-based Distribution Partners. The role is responsible for driving operational excellence, customer satisfaction, distributor engagement, and team performance while ensuring efficient execution of the Order-to-Cash process.

The Team Leader will act as the primary escalation point for distributors, collaborate with Sales, Supply Chain, Pricing, Product Management, and Operations, and drive continuous improvement initiatives that enhance customer experience and operational efficiency. The role is expected to balance people leadership with operational governance and distributor relationship management.

• Lead, coach, and develop a team of 815 Customer Service Specialists.
• Conduct regular performance reviews, one-on-one coaching sessions, and talent development discussions.
• Drive accountability for productivity, quality, and customer experience metrics.
• Support succession planning and employee engagement activities.
• Manage support activities for India distributors and channel partners, work closely with internals teams like Planning, Supply chain, Product Management, Sales etc.

• Serve as the escalation point for complex customer and distributor issues.

• Monitor and improve key performance indicators:
• Analyze performance trends and implement corrective actions.
• Drive process standardization and simplification initiatives.
• Ensure compliance with company policies and customer commitments.

• 7+ years of experience in Customer Service, Order Management, Distribution Operations, or Supply Chain.

• Minimum 23 years of people leadership experience preferred

• Experience managing distributor or channel partner accounts preferred.

• Experience working in a multinational environment supporting India and global customers.
• Seasoned Team Leadership: The candidate must have at least 3 years of experience managing large teams. This isn''t a first-time manager role; it requires a proven ability to lead, motivate, and guide a substantial group of people toward common goals.

• The candidate should be an expert in analyzing data to identify trends and solve complex quality issues.

• Extensive software skills, including proficiency in Outlook, SAP, MS Office, Excel, and SharePoint.

• Excellent communication skills, both written and verbal, to effectively interact with all stakeholders.

• A strong service and customer-oriented mindset, with a focus on providing exceptional support.

• The ability to motivate and influence others to achieve team and company goals.