Customer Service Associate IV

Position: Customer Service Associate IV

📍 Location: On-site / Hybrid (Not Remote)
💼 Employment Type: Full-Time
🌐 Industry: Industrial Technology / B2B / Manufacturing
🇺🇸 Eligibility: U.S. Citizen, Permanent Resident, Asylee, or Refugee (ITAR/EAR compliance)

🛠️ Key Responsibilities:

✅ Customer Engagement & Relationship Management

• Serve as main contact for assigned accounts
• Maintain strong customer relationships via regular communication and feedback
• Act as liaison between customers and internal teams to resolve issues and improve service

✅ Order & Service Management

• Process orders, changes, returns, and quotes in SAP
• Ensure compliance with customer requirements and contracts
• Manage scheduling agreements and monitor key shipments

✅ Customer Success & Performance Improvement

• Drive improvement of customer satisfaction metrics (STR, CES, FCR, NPS)
• Perform root-cause analysis and implement solutions
• Identify inefficiencies and streamline service processes

✅ Technical Support & Problem Resolution

• Address technical/product queries using internal resources
• Collaborate with Key Account Managers to ensure timely delivery and operational targets

✅ Cross-Functional Collaboration

• Advocate for the “voice of the customer” within TE
• Participate in process improvements and cross-departmental projects
• Mentor new team members

🎓 Job Requirements:

• Bachelor’s degree preferred, or minimum 5 years in customer service/account management
• Experience in a B2B industrial environment preferred
• Proficiency in Microsoft 365 and SAP/ERP systems
• Strong communication, time management, and organizational skills
• Analytical mindset with process improvement focus (Lean experience a plus)
• Able to travel 10–25% for business reviews and customer meetings

🌟 Key Competencies & Attributes:

• Integrity, Accountability, Inclusion, Innovation, Teamwork
• Strong collaboration and problem-solving abilities
• Handles pressure with professionalism
• High attention to detail and time management

💰 Compensation:

• Base Salary Range: $46,800 – $70,200 (based on experience & location)
• Total Compensation: Base + Incentives + Benefits

🏥 Benefits Package Includes:

• Health insurance
• 401(k) retirement plan
• Life & disability insurance
• Employee stock purchase plan
• Paid time off
• Voluntary benefit options