苏州招聘

职位描述：
The Account Specialist of a Direct Account is the single point of contact for CFT members and for the
assigned Customer for escalated operational issues and resolutions.
Key performance responsibilities of this role to achieve the goal of Customer Satisfaction improvements include:
1. Delivery Management
·？Forecast monitoring and management,
·？On-going Backlog management
·？Scorecard coordination within the CFT
2. Billing Generation
·？Proactive Billing Management process
·？Pricing - Contract expiration management and quote follow up.
·？Credit Management - Work with Customer, sales and A/R on overdue payment and invoice
issue management.
3. Satisfaction Management
·？NPS/Customer Service Transactional Survey Improvement Process: Identify and drive
corrective actions to recurring issues to create sustainable improvement. Create awareness
and accountability to other functions based on VOC
·？Quality/Complaint Awareness: Act as focal point for sharing and communicating quality
status.
·？Communication: Establish and maintain regular performance review meetings with other
relevant functions and Business Units and CFT
·？Coordinate major satisfaction activities with the Customer Care professionals assigned to the
same Customers in the same region and outside the region
4. Customer Relationship & Satisfaction
·？Accountable for scorecard performance monitoring within the responsibility of the CFT and
communication with Customer to resolve escalated operational issues
·？Ensure VOC and CRM monitoring via transactional and yearly surveys as well as regular meetings
and communication with the Customer
·？Responsible to identify and drive corrective actions and improvement projects/activities with other
support functions to increase Customer Satisfaction levels based on survey and VOC feedback
Manage Service Delivery Process/ Interfaces & Build Service Culture/ Execution
·？Ensure minimum bi- weekly review of order backlog, open order reports and forecast reports and
work with team to provide early warning of late deliveries to Customer
·？Build an environment driven to solve issues related to order fulfillment, pricing, delivery, quality and
credit on a permanent basis and work with Customers on improvement projects
·？Responsible to build a culture of ownership and continuous improvement within the virtual team of
Customer Care professionals supporting the assigned Customers
5. Equip, Empower and Engage & Leadership Ability
·？Provide daily guidance of Customer Care professionals activities and regular scheduled team and
individual updates on TE / Customer performance, goal achievement and process updates
·？Develop and maintain strong understanding of team’s strengths and development needs and have
regular conversations regarding progress in both areas
·？Promote and coach self managed environment and encourage decision making, participation and
innovation within the team

Competencies: Customer Focus, Drive for Results, Communication Skills, Problem Solving Skills, Developing
Direct Reports & Others, Organizational Agility, Business Acumen 举报 分享

泰科电子（TE Connectivity，简称“TE”）总部位于瑞士，是全球行业技术领先企业。TE年销售额达130亿美元，致力于创造一个更安全、可持续、高效和互连的未来。TE?广泛的连接和传感解决方案经受严苛环境的验证，持续推动着交通、工业应用、医疗技术、能源、数据通信和家居的发展。TE在全球拥有近80,000名员工，其中8,000多名为工程师，合作的客户遍及全球近150个国家。TE相信“无限连动，尽在其中”。

我们的使命
创造更安全、可持续、高效和互连的未来。

我们的战略重点
凭借高工程设计含量的解决方案，促进产品比重增长

成为传感器和医疗两大新领域的领导者

扩大客户基数，提高市场份额

TEOA无处不在