SUPV III CUSTOMER SERVICE

Job Description

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Job Title: SUPV III CUSTOMER SERVICE

Posting Start Date: 6/17/26

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.

Job Description:

Job Overview

The Customer Care Supervisor is a critical leadership role responsible for overseeing a team of Customer Care Professionals (CCPs) while driving operational excellence, customer satisfaction, and continuous improvement across customer-facing processes. This role ensures consistent delivery of high-quality service, strengthens customer relationships, and supports achievement of business objectives.

As a frontline leader, the Customer Care Supervisor provides direction, coaching, and development to team members while serving as an escalation point for complex customer issues. This role partners closely with cross-functional stakeholders including Sales, Supply Chain, Quality, and Finance to resolve challenges, drive performance, and enhance the overall customer experience.

In addition to managing daily operations, the Supervisor plays a key role in executing strategic initiatives, improving processes, and building team capability to meet evolving business and customer needs.

This position may involve working with technical data subject to export control regulations and requires compliance with all applicable laws and company policies.

Job Requirements

Team Leadership and Development:

• Lead, coach, and develop a team of Customer Care Professionals to achieve individual and team performance objectives
• Foster a high-performance culture focused on accountability, customer advocacy, and continuous improvement
• Conduct regular performance reviews, provide feedback, and create development plans to build capability and engagement
• Support onboarding and training new hires to ensure readiness and consistency in execution

Customer Engagement and Relationship Management:

• Ensure effective and consistent communication with customers across the team, maintaining high standards of responsiveness and professionalism
• Serve as an escalation point for complex or sensitive customer issues, ensuring timely resolution and customer satisfaction
• Partner with Sales and Key Account Managers to support strategic accounts and strengthen long-term relationships
• Drive proactive customer engagement strategies, including business reviews and feedback mechanisms

Order and Service Management:

• Oversee order management activities to ensure accuracy, timeliness, and compliance with contractual obligations
• Monitor key operational processes including order entry, backlog management, scheduling agreements, and expedites
• Ensure adherence to internal policies, customer requirements, and regulatory standards
• Identify and address process gaps impacting service delivery and operational efficiency

Customer Satisfaction and Performance Management:

• Own and drive performance against key customer metrics including ECE, CES, FCR, and NPS
• Analyze performance data and trends to identify root causes and implement corrective actions
• Lead initiatives to improve service quality, response times, and overall customer experience
• Establish clear performance expectations and hold team accountable to defined KPIs

Technical Support and Problem Resolution:

• Provide guidance and support for complex customer issues related to delivery, quality, pricing, and technical inquiries
• Partner with cross-functional teams to resolve systemic issues and prevent recurrence
• Ensure effective prioritization and resolution of escalations impacting customers or business operations

Cross-Functional Collaboration and Continuous Improvement:

• Represent the voice of the customer in cross-functional forums and drive alignment across teams
• Lead or contribute to process improvement initiatives leveraging Lean principles and best practices
• Support implementation of system, process, or organizational changes impacting the customer care function
• Identify opportunities to standardize, simplify, and scale processes across the team

What your background should look like

Required Qualifications and Skills

• Bachelor's degree preferred or minimum 5-7 years of experience in customer service, account management, or a related field in a B2B or industrial environment
• Previous leadership or supervisory experience preferred
• Strong knowledge of SAP or other ERP systems and Microsoft 365 tools (Excel, PowerPoint, etc.)
• Demonstrated ability to lead teams, manage priorities, and drive results in a fast-paced environment
• Strong analytical and problem-solving skills with a focus on process improvement and operational excellence
• Proven ability to influence cross-functional stakeholders and drive alignment
• Flexibility to travel 10-25% of the time for customer meetings, audits, and business reviews

Competencies and Key Attributes

• Strong leadership presence with the ability to motivate and develop others
• Excellent communication and stakeholder management skills
• High level of accountability and ownership for team and customer outcomes
• Ability to manage ambiguity and navigate complex, high-pressure situations
• Strategic mindset with the ability to balance immediate operational needs with long-term improvements
• Commitment to delivering extraordinary customer experience through team performance and innovation

Competencies

Values: Integrity, Accountability, Inclusion, Innovation, Teamwork

Job Locations:

Posting City: TLALNEPANTLA

Job Country: Mexico

Travel Required: 10% to 25%

Requisition ID: 154226

Workplace Type: Hybrid

External Careers Page: Customer Service

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